Support Services Technician

General Summary:The primary responsibility for this position is to provide technical support to our employees that reside at various locations throughout company. Our multi-site environment consists of 2000+ users and is largely based on Microsoft and Apple technologies. A viable candidate will have basic and relevant experience working for a large company as a Help Desk agent and have demonstrated desk-side support and customer-facing skills. The position will be based out of Long Island City and spent supporting the organization's other facilities located throughout the United States and International. This is a full-time position, with a flexible schedule/swing shift Monday -- Sunday 8:00am -- 12:00am.Major Responsibilities: • Basic knowledge of ITIL process• Customer advocate/Manage service requests from inception to completion within Service Level Objectives (Service Level Management)• Advanced customer service skill set/ability to meet with users directly, solve their issues, and leave the user with a very positive experience• Work within an ITIL complaint service request management system• Maintain a high level of customer satisfaction• Adhere to our inventory management and change management procedures• PC Imaging and deployment [Image, inventory, deploy, content migration, user orientation]• Provide timely reports to IT management (Critical issues, SLO breaches, Service Opportunities, etc.)• Ability to multi-task, handle multiple high-priorities; balance priorities• Ability to be mobile -- move from building to building• Must be able to improvise in an acceptable manner in order to react to a pressure situation• Must be able to work effectively independently, or as a member of a team• Strong communications and relationship building abilityJob Specific Requirements:• Customer service skills• Basic experience with Microsoft desktop operating systems and Office Automation tools (Office 2013/2016 Professional [Word, Excel, PowerPoint, Access], Internet Explorer, etc.)• Mobile device support (Apple iOS and Android)• Ability to interact with management• Process oriented• Excellent written and verbal communication skills• Strong troubleshooting skills and attention to detail• Strong organizational and time management skills• Self-motivated and reliable