Technical Support Specialist

Our client in New York City has an excellent CONTRACT-TO-HIRE opportunity for a Technical Support Specialist! You are expected to be in the office five days a week.

Responsibilities:

• Provide top-tier customer service and technical support in person and through the Help Desk by responding to, following up on, and resolving user requests promptly.
• Maintain and manage network devices, hardware, computers, and the VOIP phone system, ensuring systems are updated and configured properly.
• Develop and refine IT processes and procedures to enhance the company’s knowledge base and improve efficiency.
• Oversee IT aspects of employee onboarding, including system setups, access configurations, and application-based support.
• Support Mergers & Acquisitions (M&A) IT integrations, including email setups, phone systems, and equipment configurations.
• Remain adaptable and flexible to evolving IT projects, responsibilities, and business needs.
• Ensure compliance with quarterly KPIs, including: First response time to tickets:  <90 minutes; Completion of tickets within SLA timeframe:  94%; Quarterly audits of logins/users in IT systems; On-time completion of M&A responsibilities:  90%.

Qualifications:

• Bachelor’s degree in IT or a related field (relevant experience considered).
• 3-5 years of experience in a Help Desk or technical support role.
• Availability for in-office support 4-5 days per week.
• Strong customer service and communication skills, with a team-oriented mindset.
• Proficiency in technical troubleshooting and attention to detail.
• Microsoft Office Suite (Outlook, Teams, Excel, Word, PowerPoint).
• O365 Admin portal, SharePoint, Azure, and process documentation
• Network troubleshooting (experience with Fortinet preferred).
• Windows OS, macOS, Android OS, and iOS.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.