If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.Service Desk Specialist - OnsiteFull Time Service Operations New York, NY, US2 days ago Requisition ID: 1120Salary Range: $47,000.00 To $65,000.00 AnnuallyAbout the RoleThe Service Desk Specialist role provides technical support to clients, addressing and resolving desktop hardware, application, and endpoint peripheral issues. As part of the managed services team, this role involves working with clients and collaborating with the other team members to ensure efficient problem resolution. The successful candidate will contribute to maintaining high levels of customer satisfaction by delivering effective technical solutions, clear communication and reasonable expectations. This role is essential for ensuring our clients' IT systems operate smoothly and efficiently.AccountabilitiesTechnical Support and Service DeliveryProvide effective technical support to clients via phone, email and RMM toolset.Diagnose and resolve desktop application and hardware related issuesAct as a supportive technical resource for the team, ensuring service needs are metManage client IT systems and adhere to service level agreements and standard operating procedures.Ensure NetCov has updated customer documentation needed to provide best-in-class support.Perform additional tasks and responsibilities as assigned by your Service Desk Manager and/or Service Desk Team Lead, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.Maintain a daily 85% billable rate working tickets and answering phone calls.Potential for on-sites at customer offices, which would be directed by the Team Lead as the team need arisesReal time tracking and updates of support tickets in Network Coverage's ticketing system.System Monitoring and MaintenanceMonitor and optimize client systems for efficient performance, reliability and securityProduce and update technical documentation for client systems and team trainingCollaborate with the managed services team to identify client trendsClient Communication and ImprovementMaintain clear client communication and set expectations on active support inquiriesIdentify opportunities to enhance process efficiency and implement best practicesEnsure that all customer inquiries and complaints are addressed promptly and professionally.Remain updated on industry advancements and enhance technical skillsStandardize all inbound tickets that cross the team boardsKnowledge, Skills, and Abilities RequiredTechnical Expertise:Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and securityKnowledge of with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft OfficeKnowledge of LAN/WAN connectivity designs, firewalls, switching and wirelessProblem-Solving and Time Management:Ability to diagnose and resolve technical issues timely and effectivelyExperience with various troubleshooting tools and techniquesStrong organizational skills and ability to prioritize tasksCommunication and Interpersonal Skills:Excellent verbal and written communication abilitiesActive listening skills to fully understand client issues and concernsHigh attention to detail to ensure accurate record-keepingQualifications and ExperienceAssociate's degree in Information Technology, Computer Science, Network Administration or related business field.1-3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position.Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable.Role LogisticsThis is a full-time positionThe schedule for this role will be Saturday - Wednesday 9am-6pm ESTThis position will require participation in a recurring, predetermined on-call rotation.This position will require travel and recurring visits to client offices where locations will vary. Reliable transportation is required.This position may require travel to industry events, Network Coverage office locations, and Network Coverage events where locations will vary.#J-18808-Ljbffr