Executive/Desktop Support AssociateNew York, NYAbout the PositionFortress's Information Technology team seeks a highly motivated Executive/Desktop Support Associate. The Associate will be providing IT support and services for an entire floor of employees including Senior Executives and their Administrative Assistants. The candidate must have exceptional customer service skills and experience working in a fast-paced environment with demanding customers.
Key Responsibilities / Duties- Field incoming requests and issues from end users and create, resolve and close incidents within the ServiceNow ticketing system.
- Quickly and effectively diagnose and resolve issues related to PCs, mobile devices, videoconferencing, application software, telecommunication issues, network issues and servers.
- Personally resolve or escalate issues to other teams as appropriate by providing detailed logs that bring the development team up to speed on the problem.
- Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken.
- Apply diagnostic utilities to aid in troubleshooting.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups and configuring systems and applications.
- Utilize a "fix it twice" mentality to use tactical solutions to get systems immediately stable, but then follow up with a strategic fix soon after; test fixes to ensure that they are working.
- Install a variety of hardware/software for Executives.
- Access software updates, drivers, knowledge bases and FAQs on the internet to aid in problem resolution.
- Help define and document feature requests and software bugs.
- Attend meetings to give guidance/direction for system design.
- Proactively address performance improvements/optimizations.
- Maintain system documentation with hardware and software dependencies.
- Work offsite as required to implement remote and home offices.
- On-call night/weekend rotations.
- Occasional after hour project work.
Required Skills and Experience- Bachelor's degree in Computer Science or equivalent in a directly related field.
- 8+ years of desktop level support experience with at least 3 years of experience supporting executives and providing "white glove" service.
- Excellent customer service skills as well as strong prioritization and multi-tasking abilities.
- Expert experience using, troubleshooting and instructing in the following areas: PC hardware and peripherals, video conferencing, Windows 10 and Windows 11, Microsoft Office 365, Microsoft SharePoint and OneDrive, remote VPN connectivity, and Active Directory.
- Proven capability supporting audio/video conferencing solutions.
- Experience working with and supporting Apple devices and mobile devices (iOS/Android) technologies is required.
The base salary range for this position is expected to be between 150,000 and 160,000
The base salary range proposed for this role has been set forth to comply with local law, but salary is only one element of the total compensation for this role. The base salary range suggested above does not include compensation elements such as bonuses, overtime and deferred cash (each of which are applicable in certain roles), benefits, perquisites, and company contributions to employee 401(k) accounts. Such other pay components often result in total compensation materially exceeding base salary for a particular role. Total compensation as well as base salary for a role depend in part upon individual performance, years of service, experience, geographic considerations, the performance and the needs of particular business units, company performance, and general market conditions.
