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CDW · 1 day ago

Desktop Support Specialist (White-Glove)

New York, NY

Contract

Onsite

Mid Level

$45/hr - $70/hr

3+ years exp

CDW is a leading provider of technology solutions, and they are seeking a Desktop Support Specialist to provide high-quality technical support. The role involves troubleshooting desktop hardware and software issues, providing white glove service, and collaborating with the IT team to ensure effective user support.

AnalyticsArtificial Intelligence (AI)Cyber SecurityGraphic DesignHardwareInformation TechnologySoftware

No H1B

Hiring Manager

Nick Williams

Responsibilities

Help users resolve desktop hardware and software issues, including user account setup and related administrative duties (e.g., installing, upgrading, and supporting Windows desktop software and hardware)

Troubleshoot and resolve software, hardware, and peripheral device issues (e.g., network printers, scanners, VoIP phones)

Respond to requests for technical assistance in person, via phone, or electronically

Provide remote computer and hardware setup and replacement, performing configurations and installations as needed

Provide white glove AV support for meetings throughout the day and liaise with Concierge Team

Track, log, and route problems/requests in ServiceNow, document resolutions, and collaborate with the team on next steps for ticket resolution

Support the Manager of IT Services with routine maintenance and day-to-day duties, including server and network infrastructure monitoring (via the Infrastructure Team)

Maintain and troubleshoot mobile devices (iPhones)

Research and stay current with system information, changes, and updates to enhance user support

Perform post-resolution follow-ups on help requests to ensure issue resolution

Perform change management activities in support of vendor enhancements and customer requirements

Liaise with other towers and participate in global IT projects

Qualification

Windows troubleshootingO365 expertiseGeneral hardware troubleshootingServiceNow familiarityCompTIA A+ certificationNetwork+ certificationSecurity+ certificationWhite Glove Service experienceProfessional attireCommunication