Senior Desktop Support Technician - Executive Support
AmTrust Group

Job Info

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Overview

AmTrust Financial is currently seeking a talented and results driven individual to fill a role as Senior IT Desktop Services Technician. The Senior Technician will report to the Manager of Field Services.

The Senior IT Desktop Technician provides end-user support and installs/maintains personal computer hardware and software utilizing hands-on and remote resolution capabilities to ensure the efficient and successful operations of AmTrust's corporate business, while following all IT and Security standards and practices. The Senior IT Field Services Technician will work closely with other IT groups, business departments and external entities.

Responsibilities

• Based in Jersey City, NJ - this individual will provide high quality, service focused support, in person, by phone or email with both onsite and remote employees in all AmTrust Offices. This position will also provide onsite IT support through site visits to other US offices.
• This individual will regularly provide white glove support for C-level executives and executive administrators in our NY (Manhattan) headquarters.
• Provide technical expertise and end-user support in the areas of Microsoft Windows 10, Microsoft Office Suite 365, Intune, Common off-the-shelf applications, SCCM Remote Connectivity Platform, network/local printers.
• Assist with moves, installs, acquisitions and divestitures.
• Escalate critical incidents to Management as needed.
• Persistent logging of tickets and timely resolution of first-line issues, or escalation to other support teams.
• Adhere to all SLA's and KPI's.
• Review incident tickets and respond to end-users appropriately and within established SLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experience and high First Call Resolution.
• Ability to follow and improve ongoing Service Desk procedure documents and the AmTrust Knowledge Base.
• Key technical contributor in the development, deployment, monitoring, maintenance, upgrade of IT systems, including AV, meeting services, PC's, operating systems, software, hardware and peripherals.
• Periodically assist with special projects and emergencies, including but not limited to, regularly scheduled evening or early morning maintenance and emergency response at any time (24x7).
• Install, configure and support all hardware and software in the environment.
• Provide support to growing mobility platform (iOS, Android and Windows based platform)
• Troubleshoot, research and resolve escalated technical problems and incidents
• Research new industry technologies and recommend proactive solutions within the environment
• Act as local point-of-contact to AmTrust offices for administration and maintenance of laptops/desktops, backup routine and network OS software, as needed
• Ability to work on projects and meet timelines as necessary
• Process Improvement: Identifies processes for improvement in daily work; educates new staff in team process
• Work independently while simultaneously being a collaborative team member striving for team success.

Qualifications

Required:

• Bachelor's Degree in Business Administration, Information Systems, Information Technology (IT) or Computer Science.
• Minimum 2-3 years of experience of IT infrastructure, knowledge across multiple areas of the IT environment with a demonstrated ability to translate business challenges to IT opportunities.
• Minor after-hours and weekend work will be required
• Traveling to regional offices in NJ, NY, PA, CT, MA is required
• Demonstrated technical mastery for desktop related issues (Windows 10, Mac OS)
• Previous experience supporting C-level executives and providing White Glove Support
• Self-starter with the ability to effectively work with minimal supervision
• Must be motivated and willing to learn
• Strong Organizational Skills
• Ability to manage multiple end-user support requests effectively
• Experience with MDM and supporting mobile devices
• Previous experience in an Information Technology function
• Ability to communicate and to interact effectively with co-workers and customers is required.
• Experience of working in an ITIL based Service Desk
• Ability to read, analyze, and interpret professional journals and technical procedures.
• Ability to communicate effectively both orally, and in correct grammar writing, via weekly reports.
• Fluent in speaking, writing, and reading, English language
• An active interest and passion for IT, besides regular office hours
• Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly
• Experience with creating standards and documentation
• Knowledgeable in Microsoft Office Applications.
• Knowledge of TCP/IP networking and related network services (i.e., DNS, SMTP, DHCP, etc.).
• Knowledge of Active Directory/Azure AD concepts and administration.
• Working knowledge of SCCM (System Center Configuration Manager).
  Working knowledge of Microsoft Endpoint Manager/InTune.
• Extensive knowledge and experience with Windows based technologies including Intune, Windows 10, SCCM, Azure, Exchange
• Hardware platforms including Dell, Microsoft and Lenovo
• Outstanding troubleshooting skills in WAN/LAN/Desktop situations
• Working knowledge of Remote Connectivity tools such as TeamViewer and Remote Desktop
• Working knowledge of Microsoft Office Suite 365
• Knowledge of Cisco Call manager and Cisco Unity Voicemail
• Working knowledge of industry standard ticketing systems like ServiceNow
• Ability to work both independently and as part of a project group, with time constraints
• Strongly customer service oriented; strong organizational and communication skills, positive and can-do attitude
• Travel will be required between locations. Valid driver's license required.

Preferred:

• Strong leader & team player - collaborates well with others to solve problems and actively incorporates input from various sources; has experience working with others on a global basis
• Proven track record of customer focus - evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
• Strong analytical skills - strong problem solving skills, communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve

• Microsoft MCP (MS Certifications), A+, Apple and ITIL certifications are a plus

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position. AmTrust has the right to revise this job description at any time.

What We Offer
AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.

This job has expired.