Our client, an IT Services organization supporting commercial and federal clients, is seeking a Tier II Help Desk Technicians to join their customer's IT team and support their customer-------s service desk and primarily be concerned with providing end-user support and T2 escalations.

The initial contract is for 6 months with the potential to convert based on job performance and business needs. The selected candidate will be required to work 1-2 days onsite in the West Side NYC.

Responsibilities:

- Manage and troubleshoot all aspects of customer technology infrastructure
- Support customer teams in day-to-day management of tools for core business operations (M365, Zoom Conferencing, etc.)
- Assist in the documentation, review, and enforcement of IT best practices
- Provide technical support and root cause analysis for problem solving to continuously improve user experience and strengthen business applications
- Provide end users with technology troubleshooting guidance and issue resolution
- Serve as an escalation point for help desk technicians with difficult or unresolved tickets
- Close and resolve tickets in accordance with customer defined SLAs
- Other business duties as assigned

Required Skills

- Minimum 3 years of Help Desk experience
- Bachelor's degree in computer science, IT, or related field
- Strong troubleshooting experience with HW/SW and Network connectivity issues
- Excellent customer services skills required and prior experience as a help desk technician
- Strong communication and time management skills