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UNIVERSAL Technologies is seeking a Desktop Support Specialist for an onsite position in New York, NY. Candidates with an active LinkedIn account are preferred. WHO WE ARE: UNIVERSAL Technologies, LLC is a Women-Owned (M/WBE) IT solutions and consulting company focused on delivering enterprise systems that significantly improve our clients' IT performance. We work across the IT spectrum, including Development, Business/Systems/Data Analysis, Project Management, Cyber Security, Network Engineering, and High-Level System Architecture. The pride in the services we provide and the accessibility and flexibility we offer to employees are what make UNIVERSAL Technologies stand out! We aim to propel your IT career to the next level and excite our employees with new and challenging projects. WHAT WE OFFER: Our W2 employees can expect the following benefits:

• Competitive pay

• Health/Dental Insurance

• Group Life Insurance

• 401K

• HSA/FSA

• Pre-Tax Transportation Program

• Generous Paid Time Off/Holiday Policy

  SCOPE OF SERVICES: As a Desktop Support Specialist, your responsibilities include:

• Addressing Service Desk phone and email requests, generating, resolving, and routing service requests accordingly.

• Performing PC and printer troubleshooting to determine the true nature of problems.

• Successfully interpreting and capturing information for classifying requests.

• Properly routing requests requiring additional approval.

• Configuring, rolling out, and ensuring ongoing usability of computers, peripheral equipment, and software within established standards and guidelines.

• Troubleshooting hardware and software problems utilizing documentation, online assistance, and other staff members when necessary.

• Working with Network Infrastructure and Server Support staff as appropriate to determine and resolve problems received from clients.

• Collaborating with external vendor support services and systems to resolve technical problems with desktop and laptop equipment and software.

• Escalating complex or troublesome issues to Level III technical support or to management for guidance when all Desktop Support resources have been exhausted.

• Taking ownership of tickets assigned to ensure proper follow-up and follow-through on issues.

• Training and orienting staff on best practices for hardware and software use.

• Recommending and/or performing upgrades and maintenance on systems to ensure longevity.

• Following and enforcing SCA/IT policies and procedures.

• Efficiently managing the daily work queue.

• Lifting and transporting computer equipment (i.e., desktop, laptops, and printers).

• Assisting on special projects as needed.

  MANDATORY SKILLS/EXPERIENCE: Note: Candidates who do not have the mandatory skills will not be considered.

• Experience with Service Desk ticketing software.

• Excellent verbal communication skills.

• Ability to handle extensive phone calls and a high volume of calls.

• Excellent written skills to handle email correspondence.

• Well-organized and detail-oriented to handle complex tasks and assignments.

• Excellent MS Office skills – Outlook, Word, Excel, and PowerPoint.

• Strong Windows Operating System troubleshooting knowledge (Windows 7, Windows 10).

• Good basic printer management/troubleshooting skills.

• Knowledge of Microsoft Office Suite.

• Good team player.

  DESIRABLE SKILLS/EXPERIENCE:

• Experience working with network and application accounts creation, network group and permission assignment, and print queue management.

• Experience working with external vendor support services.

• Experience with standard software development lifecycle processes.

  EDUCATION OR CERTIFICATION:

• Bachelor’s degree in computer science or equivalent work experience.

  UNIVERSAL Technologies is an Equal Opportunity Employer.