Geologics Technical Support (Field/Outside) in Albany, New York

Technical Support (Field/Outside)






Technical Support (Field/Outside)

Location: New York NY (Additional locations: Albany NY, Fredonia NY, Buffalo NY, Livepool NY, Schenectady NY_

Duration: 6 month contract (likely to extend)



US Citizenship or Green Card REQUIRED It does not help to apply without citizenship. We cannot accept any other form of work authorization (H1, EAD etc) or do corp to corp.

Technical Support Specialist needed to work tickets from the field on IT incidents being raised via the FFHD and provide the next onsite support. Utilizing the Service Now tool to manage incident tickets to resolution.

Duties include:

• Provide high quality technical support to quickly resolve tickets

• Utilize tools and systems access to resolve field engineer user issues wherever possible at the first point of contact.

• Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.

• Windows Certification and experience in support of both Windows and iOS based machines.

• Analyze and monitor all open FFHD incidents and determine which incidents require FFHD escalation and follow up with respective incident owners.

• Provide onsite support on business applications once trained by the Application Support Teams

• Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates.

• Add/modify/delete users, groups and roles

• Password and license management

Ideal Background

• Experience in using active directory, making technical config changes on backend systems without disruption.

• Experience in using IT systems and relevant software to raise (when needed) and manage incidents tickets

• Problem solving skills.

• Analytical skills to identify trends in issues reported and identify areas for improvements.

• Experience of the concepts, objectives and life-cycle of Knowledge Management activities

• Knowledge of ITIL governance and control processes and procedures

• Flexible, adaptable and able to learn new concepts quickly

• Excellent communication, collaboration skills and customer support skills

• Strong analytical skills

• Strong focus on detail, documentation development and quality assurance

Deskside support operates Monday-Friday 07:00-19:00 (excluding holidays) so will work on a shift rotation basis. Will need to have a valid driver’s license and access to a car for moving between customer locations.

NOTE: AGAIN - MUST BE US CITIZEN to be eligible for this position. There is no relocation or expense package offered for this position. Rates are all inclusive W2 hourly wages. No 1099, No third parties, no C2C

For this and other positions contact:

April Bright

Senior Recruiter


Albany , NY

Minimum Experience (yrs):

Required Education:

Not Specified