IT Service Desk

job summary:

We are seeking a Service Desk Consultant for a 2-month engagement to support our IT Service Desk team. The consultant will serve as a first point of contact for end users, logging and managing support tickets, responding to phone and email requests, building and configuring new computers, and assisting with break/fix issues. The consultant will also support the team with additional tasks as needed to keep service levels high during this period.

location: New York, New York
job type: Solutions
salary: $28 - 31 per hour
work hours: 9am to 5pm
education: Associates
responsibilities:

Ticket Management

The consultant will create, update, prioritize, and close support tickets in the ticketing system, ensuring documentation is accurate and timely. They will follow established procedures for categorizing, escalating, and routing tickets to the appropriate teams, and will follow up with users to confirm resolution and keep them informed on the status of their requests.

Phone and Email Support

The consultant will answer incoming support calls and respond to emails in a professional and courteous manner. They will troubleshoot common hardware, software, account, and access issues, resolving them at first contact whenever possible, and will escalate complex or high-priority issues to senior technicians with clear, complete information.

Computer Build and Configuration

The consultant will build, image, and configure new laptops and desktops according to company standards, including installing and configuring required software, security tools, and peripherals. They will also prepare equipment for deployment and maintain accurate asset and inventory records.

Break/Fix Support The consultant will diagnose and repair hardware and software issues on computers, mobile devices, printers, and other end-user equipment. They will provide on-site and remote assistance to resolve technical problems quickly and with minimal disruption and will document solutions and contribute to the knowledge base where appropriate.

qualifications:

General Support

The consultant will assist the Service Desk team with projects, deployments, and other duties as needed, including supporting onboarding and offboarding activities, equipment moves, and other day-to-day operational needs.

Qualifications

Required

Candidates should have at least three years of experience in a help desk, service desk, or IT support role, along with working knowledge of Windows and macOS, Microsoft 365, and Active Directory. Experience with ticketing systems and with hardware setup, imaging, and troubleshooting is required. Candidates must have strong verbal and written communication skills with a customer-focused approach, the ability to prioritize tasks, work independently, and adapt quickly in a fast-paced environment, and the ability to lift and move IT equipment.

Preferred

A CompTIA A+ or equivalent certification is preferred, as is experience with endpoint management and deployment tools such as Intune, Autopilot and Jamf. Familiarity with printers, and video conferencing equipment is also a plus.

Core Competencies

The ideal candidate demonstrates strong customer service and professionalism, sound problem-solving and troubleshooting skills, and attention to detail with accurate documentation. They manage their time well, remain flexible, and work well as part of a team, with a willingness to help wherever needed

skills:

Active Directory,macOS,Jamf,logging,deployment tools,Autopilot,ticketing systems,Intune,Microsoft 365,hardware setup,flexible,attention to detail,strong verbal and written communication,point of contact,troubleshooting,problem-solving,troubleshooting skills,professionalism,work independently,work well as part of a team,CompTIA A+,customer-focused approach,strong customer service,endpoint management,offboarding,help desk,imaging,printers,ability to prioritize tasks,IT support,Service Desk,knowledge of Windows

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.