Service Desk Engineer
New York, NY 
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Posted 13 days ago
Job Description

At AlixPartners, we solve the most complex and critical challenges by moving quickly from analysis to action when it really matters; creating value that has a lasting impact on companies, their people, and the communities they serve. We prize diversity and inclusion, the intellectually curious, the inventive, and the forward-thinking. We invite you to influence the way we work and define the way we embrace tomorrow.

AlixPartners has a Hybrid Work framework to support our employees. How this works in practice varies by geography and function based on client and team requirements. As this framework is new post-COVID-19 pandemic, it may also change over time.

AlixPartners requires COVID-19 vaccination as a condition of employment for this position, subject to reasonable accommodation.

What you'll do

In this high-visibility role on AlixPartners' Corporate Services Information Technology team, a successful Service Desk Engineer will work on the IT Service Desk to provide a high level of customer service and software/hardware problem resolution. This will be achieved by performing in depth diagnosis and guiding users through step-by-step solutions to ensure a successful outcome when fielding calls from the user base, creating the initial record of the request and resolving all Level One end-user problems over the phone or in-person. We seek a highly organized, detail-oriented person who can work independently and manage multiple projects with competing priorities. Clear communication, teamwork and professionalism are key core values that this candidate would need to display.

The Service Desk Engineer is located in New York, NY. Paid relocation is not available.

  • Handle incoming IT queries and help requests from end users, either via email, chat message or over the phone in a timely fashion. Take detailed notes of the problem the user is experiencing, determine steps can be taken to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user's issue.
  • High profile meeting setup and monitoring both on and off site.
  • Directly resolve user technical issues as they arrive. This can involve in-person assistance, remotely accessing the user's computer and making changes to their system and settings, or walking the user through steps they can take on their own to resolve the issue.
  • Maintain detailed records of user issues with software and hardware. These notes can help diagnose and repair complex issues and provide IT departments with data regarding recurring issues and problems reported by multiple users. By maintaining detailed records, the service desk team can also look at a user's history of software or hardware issues and make recommendations to prevent future problems.
  • Escalate requests that cannot be resolved by the Service Desk to higher level IT teams, and contact third-party vendors for warranty service repair as necessary
  • Maintain and ensure accuracy of all asset information for all PC's, local/networked printers, monitors, and defined peripherals
  • Administer mobile technology (not limited to) iOS and InTune
  • Diagnose and resolve end-user network or local printer problems, PC hardware problems and, e-mail, Internet, VPN, and local-area network access problems
  • Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements
  • Participate and assist in office moves, this involves user's workstation (Laptop, Monitors, Phone, docking station, Keyboard/Mouse, Network cables...etc.) move and setup from one area/floor to another, or new workstation setup.
  • Additional responsibilities as identified; this description is not designed to encompass a comprehensive listing of required activities, duties or responsibilities
What you'll need
  • Minimum one (1) year of experience in a similar position; beneficial to have worked in an ITIL based environment
  • High School diploma or equivalent required; Certification in at least one technical product a plus (MCSE etc.)
  • Experience with Exchange ActiveSync, Microsoft Office 365, Outlook, Desktop and Laptop PC's, Windows 10, relevant software, printers and networking
  • Familiarity with working from a ticketing system as part of a larger team supporting many clients (ServiceNow)
  • Knowledge and experience of customer service practices; beneficial to have worked in an ITIL based environment
  • Collaborative style and client-service mindset with the ability to interact and communicate professionally with a diverse group of customers at all levels.
  • Independent worker with a sense of urgency in a complex and changing working environment. The ideal candidate will be a results-oriented, critical thinker who possesses a real passion for helping others, is a high-energy standout colleague and adaptive in dynamic and changing situations.
  • Process oriented with strong organizational skills and high-level attention to detail; demonstrated skill in problem analysis and resolution
  • Willing to learn; adaptable with a "can do" attitude
  • Fluent in English; other languages useful
  • Ability to lift 50 pounds
  • Must become familiar with, and promote and abide by, all Firm values as defined by the AlixPartners' Code of Conduct and in terms of Ethics, Diversity and Inclusion
  • Must be able to work full time in an office environment and be physically able to sit/stand at a computer and work in front of a computer screen for significant portions of the workday
  • Occasional non-normal business hours maintenance; Occasional travel, less than 5%

In addition to a positive workplace, the firm offers a competitive compensation package including an excellent benefit program (health, vision, dental, disability, 401K, tuition reimbursement).

AlixPartners is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. AlixPartners is a proud Silver award-winning Veteran Friendly Employer.

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EEO Supplemental Poster: EEO is the Law Poster Supplement (dol.gov)

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AlixPartners is a global firm of senior business and consulting professionals that specializes in improving corporate financial and operational performance, executing corporate turnarounds and providing litigation consulting and forensic accounting services when it really matters – in urgent, high-impact situations. More information is available at www.alixpartners.com.

All qualified applicants will receive consideration for employment without regard to among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, (age), status as a protected veteran, or disability. AlixPartners is a proud Bronze award-winning Veteran Friendly Employer.

 

Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
1 year
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