Laundry Service IT Coordinator in New York, New York

Provide support and maintenance of the organization's computer hardware, software, and telephone systems for hundreds of end-users in multiple geographical locations. Manages multiple resources and provides independent support. This includes installing, diagnosing, repairing, maintaining, and upgrading all computer hardware and equipment for optimal workstation and network performance.

Duties:

  • Provides phone support on hardware/software, network related problems, questions, and use.

  • Facilitates the resolution of technology issues and walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem.

  • Diagnoses problems requiring physical interaction with end-user; manage the repair of laptops, desktops, and other hardware by utilizing outsourced vendor support.

  • Maintain formal helpdesk procedures for consistency and increased productivity; communicates and enforces the procedures within the company.

  • Manage customer perceptions, and build strong internal relationships; develops a customer care philosophy that ensures satisfaction.

  • Chooses appropriate technology and other resources to maximize helpdesk effectiveness.

  • Monitors, opens, tracks, responds to and closes trouble tickets in the IT Ticketing System; ensures problem ownership and promotes end-user satisfaction; escalates tickets as necessary to proper groups; tracks activities of technical support specialists to whom tickets were assigned.

  • Documents issues by explaining the problem, work done on the problem, and resolution.

  • Provide inventory asset management and keep an up to date list of all company assets.

  • Contributes to the Onboarding/Termination process of employees by deploying and personalizing computer systems, email accounts, network credentials, and remote access, as well as removal of all privileges as directed by the HR department.

  • Maintain and provide training and instructional materials for new-hire orientation.

  • Contributes to a team effort by accomplishing related results as needed.

Requirements

  • In-depth knowledge of Microsoft/Apple software to address employees’ day-to-day needs.

  • Well-developed analytical and problem-solving skills, attention to detail and highly organized.

  • Ability to effectively communicate technical issues to non-technical people at all levels.

  • Possess personal drive to start a project and see it through to completion.

  • Ability to patiently and efficiently perform in a fast-paced environment and handle and manage multiple workloads, priorities, and deadlines.

  • On-call availability and able to respond remotely from any location.