Entry Level, Facilities and IT Helpdesk Administrator

For over 30 years, many of the world’s leading firms have relied on Align as a trusted IT solution provider and center of excellence in IT advisory, infrastructure design, build, delivery and managed services. We are actively seeking innovative minds to establish and strengthen our team to deliver high-quality state-of-the-art technology solutions for our enterprise and boutique clients.

If you are seeking to own challenging projects for some of today’s most fascinating companies while leveraging an exceptional team and long track record of success, then we want to hear from you today.

Position Overview

This is an exciting growth opportunity for a motivated entry-level Desktop Support Technician with strong customer service skills and basic desktop troubleshooting experience. This person will perform level 1 help desk / end user support; Install Move Add and Change (IMAC) work; installation of monitor arms, desktop / laptop break fix work; office / facilities support and administration and maintenance (including changing light bulbs, assisting with basic office maintenance and ordering office supplies). This is a great opportunity for technically savvy entry level candidate, looking to start a career in IT technical support. This person must be willing to also perform the office administration and facilities functions while learning about IT. This position will report to the Align Managed Services team.

• The Level 1, Desktop Support Engineer can be based out of our New York office and on-site at Client sites.
• This is a First Shift position: Monday through Friday, 8:30 a.m. to 5:30 p.m.

Responsibilities

• Provide Level 1 End User Support
• Disconnect and reconnect workstations
• Install monitor arms and brackets
• Hardware Break / Fix support
• Reset security credentials
• Order office supplies
• Answer the main phone numbers and help route calls and visitors
• Responsible for all office maintainance, such as: changing light bulbs, basic repairs, painting touch up, coordinating with the builiding for office upkeep and any more complicated facilities issues
• Learn and assist with configuration support:
  • Help users with mobile device setup of mail, calendars and contacts
  • Assist users to configure dual monitors
  • Configure local and network printers
• Learn and assist with remote access support:
  • Assign temporary credentials
  • Assist users in configuring remote access VPN
  • Assist users with web-based email
• Learn and assist with Microsoft Office support:
  • Outlook how-to questions:
    • Help users with calendar synchronization
    • Configure offline vs. online folders for users
    • Help users locate contacts
    • Customize views and user preferences
    • Assist users with spam settings
    • Assist users with business rules and out of office
    • Clean up users’ mailboxes with directions
    • Help users with inserting attachments like documents, images and links
  • Word how-to questions
  • Excel how-to questions (excluding advanced formulas, macros or VBA)
  • PowerPoint how-to questions:
    • Assist with animations, symbols and pictures
    • Embed videos and URLs
• Incident Management:
  • Assign ticket categories, priorities and work flows
  • Update incidents with troubleshooting steps
  • Follow up on incidents, requests and user inquiries
  • Escalate complaints and ensure excellent client service
  • Reference knowledgebase for known issues and ask for assistance from SMEs
  • Schedule callbacks and set appointments for troubleshooting
  • Pass tickets and requests to internal resources or named third parties
• IMAC:
  • Conducting pre-move physical audits and planning
  • Uninstall all computer equipment including peripherals and cables
  • Configuring desktop/laptop network connections, testing and script running, and reinstallation of equipment to agree standards.
  • Solve technical problems in desktop and laptop computer hardware, software and printers post move
  • Work with Bloomberg equipment (keyboard, terminal, etc.), along with stock trader interface setups

Qualifications

• Ideal candidate will have some basic PC troubleshooting skills, any basic help desk or Install/Move/Add/Change (IMAC) experience would be a plus
• Caniddates must be IT savvy, willing to roll up their sleaves and do some physical work around the office, and have the abilty to learn about IT support
• Candidates must be willing and able to perform basic facilities repairs such as changing lightbulbs, scheduling maintenance with the building, touching up paint on the walls, hanging monitors and art work on walls, cleaning desks for new employees, helping to move desk and furniture
• This role will also order office supplies, maintain the supply closet, keep the kitchen clean and orderly, order coffee
• Candidate must be client-focused, comfortable interfacing with clients and able to maintain a high level of service
• Excellent verbal and written communication skills and the ability to be prompt and courteous
• Must have some basic knowledge of some of the following:
  • Windows 8, 7 and 10
  • Mac iOS
  • Microsoft Office
  • PC hardware and terminology
  • Microsoft Exchange 2010
  • Disk imaging platforms
  • VPN clients
  • Mobile device support (iPad, iPhone and Android devices)
  • Remote connectivity tools
  • Ethernet network topology
• Knowledge of ticketing systems (ServiceNow preferred) is a plus
• Any experience rebuilding workstations would be helpful
• Able to present a “can-do” attitude to end users
• Focused on client satisfaction and providing solutions
• Strong problem-solving skills with an emphasis on quick problem resolution
• Very attentive and detail-oriented
• Must be able to occasionally accommodate a flexible work schedule that may include nights, weekends or holidays as required
• Ability to focus on multiple tasks simultaneously
• Ability to determine problems and troubleshoot as needed
• Take guidance and learn from more experienced engineers
• Relevant certifications are a plus
• Must be able to life 50 lbs.

About Align

Align is a dynamic and flexible place to work, offering professionals unparalleled opportunities to train in the leading technologies, make an impact within the industry and control their own destinies. We have a flawless track record of delivering technical solutions and have established long-standing relationships with an impressive client list of both Global 1000 and SMB clients.

We work across a diverse list of industries including financial services, life sciences (pharmaceutical and health care), retail, technology, media and telecommunications. We give our professionals the autonomy to pursue opportunities and manage assignments in ways that maximize their creativity and talents, leading to self-fulfillment and financial rewards.

For more details, visit www.align.com.