Job description

UNIVERSAL Technologies is seeking a Service/Help Desk and Desktop Support Technician for an onsite position in Long Island City, NY. Applicants should be prepared for 100% onsite work from day one in Long Island City, NY.

Position: Selected candidate will utilize Service Desk Ticketing Software to handle a high volume of calls and email correspondence to resolve hardware, software and peripheral equipment issues for end users.

WHO WE ARE:

UNIVERSAL Technologies, LLC is a Women-Owned (M/WBE) IT solutions and consulting company focused at delivering enterprise systems that significantly improve our clients IT performance. We work across the IT spectrum including Development, Business/Systems/Data Analysis, Project Management, Cyber Security, Network Engineering, and High-Level System Architecture.

The pride in the services we provide and the accessibility and flexibility we provide to employees are what make Universal Technologies stand out from the rest! We hope to propel your IT career to the next level and excite our employees with new and challenging projects.

WHAT WE OFFER:

Our W2 employees can expect the following benefits:

• Competitive pay
• Health/Dental Insurance
• Group Life Insurance
• 401K
• HSA/FSA
• Pre-Tax Transportation Program
• Generous Paid Time Off/Holiday Policy

MANDATORY SKILLS/EXPERIENCE:

• Bachelor's degree in Computer Science, Information Systems or related field.
• Experience with Service Desk ticketing software (BMC RemedyForce preferred).
• Excellent verbal communication skills.
• Ability to handle high volume of calls.
• Excellent written skills to handle email correspondence.
• Well-organized and detail-oriented to handle complex tasks and assignments.
• Excellent MS Office skills – Outlook, Word, Excel and PowerPoint.
• Good team player.

SCOPE OF SERVICES:

• Respond to incidents reported by end users related to application/product issues.
• Manage problem logs with software vendor.
• Perform appropriate software application troubleshooting to determine true nature of problem, and utilizing documentation, online assistance and expertise of other staff members, when necessary.
• Successfully interpret and capture information for classifying requests.
• Properly route requests requiring additional approval.
• Work with external vendor support services and systems to resolve software application issues.
• Escalate complex or troublesome issues to software vendor and/or to the appropriate IT application management team.
• Take ownership of tickets assigned to ensure proper follow-up and follow through on issues.
• Trains and orients staff on best practice use of software applications supported.
• Follow and enforce IT policies and procedures.
• Efficiently manage daily work queue.

UNIVERSAL Technologies is an Equal Opportunity Employer.

Job Types: Full-time, Contract

Pay: $25.00 - $35.00 per hour

Ability to commute/relocate:

• Long Island City, NY: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Service Desk ticketing software (BMC RemedyForce preferred): 2 years (Required)
• performing software application troubleshooting: 2 years (Required)
• handling high volume of calls: 2 years (Required)

Work Location: One location

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