Service Desk Administrator/Field Technician- Bilingual at Veterans Enterprise Technology Solutions Inc. – New York, New York

Service Desk Administrator Responsibilities:

• Classify and triage escalated incidents, problems, and complex requests.
• Troubleshoot and resolve escalated incidents to return service to clients as quickly as possible.
• Troubleshoot and resolve problems reported by two or more users as quickly as possible.
• Manage the impact, risk, and implementation of complex client change requests.
• Follow standard operating procedures as documented in the Knowledge Management System.
• Assist in creating and updating knowledge articles to be used by other service desk personnel.
• Work with the team and escalate as needed with the assistance of management.
• Maintain and update system documentation and service ticket records.
• Stay up to date on the latest technologies through ongoing education.

Field Technician Responsibilities (as needed):

• Participate in the resolution of onsite incidents to return service to clients as quickly as possible.
• Participate in the resolution of onsite problems reported by two or more users.
• Participate in the onsite implementation of simple and complex client change requests.
• Follow standard operating procedures as documented in the knowledge management system.
• Work with the team and escalate incidents and service requests as needed with the assistance of management.
• Maintain and update system documentation and service ticket records.
• Stay up to date on the latest technologies through ongoing education.

Qualified candidates must meet the following job requirements:

• Must be bilingual in English and Spanish
• Able to function effectively in a high-paced environment
• Able to understand the perspective of the client in all service interactions
• Makes effective use of time and complete tasks efficiently and on time
• Able to work with a team, communicate effectively, and have high attention to detail
• Meets client and corporate expectations for attendance, quality, and performance
• Must have intermediate experience with each of the following:
• System hardware, software, and operating systems
• Cloud solutions such as Office 365 and Google Apps
• Networking concepts such as TCP/IP, DNS, and DHCP
• Active Directory and Group Policy administration
• Switches, firewalls, and advanced infrastructure
• Cloud-based data-centers such as Azure and AWS
• Server applications such as SQL Server and RDS
• Voice technologies and phone systems
• Must have advanced experience in at least one or more technical specialties

Education, Experience, and Certifications

• Must have at least a high school diploma or GED. Associate degree or better is preferred.
• A minimum of 6 years of professional ITSM experience is required. MSP experience is preferred.