"Alerted.org

Title : Desktop support Technician

location : NYC

Job Summary

The Technical Lead role is pivotal in ensuring seamless desktop support and end-user experience through the use of Nexthink tools. With a hybrid work model the candidate will collaborate with teams to enhance IT service delivery. This position requires a proactive approach to problem-solving and a commitment to improving user satisfaction and operational efficiency.

Responsibilities

+ Lead the implementation and optimization of Nexthink tools to enhance end-user experience and IT service management.

+ Oversee desktop support operations ensuring timely and effective resolution of technical issues in a hybrid work environment.

+ Provide expert guidance and support to team members in troubleshooting and resolving complex technical problems.

+ Collaborate with cross-functional teams to identify and implement improvements in IT service delivery processes.

+ Monitor and analyze system performance metrics to proactively address potential issues and optimize resource utilization.

+ Develop and maintain comprehensive documentation of support processes and procedures to ensure consistency and quality.

+ Conduct regular training sessions for team members to enhance their technical skills and knowledge of Nexthink tools.

+ Ensure compliance with company policies and industry standards in all technical support activities.

+ Communicate effectively with stakeholders to provide updates on support operations and project progress.

+ Drive continuous improvement initiatives to enhance user satisfaction and operational efficiency.

+ Utilize data-driven insights to make informed decisions and recommendations for IT service enhancements.

+ Support the development and implementation of strategies to improve remote work capabilities and user productivity.

+ Foster a collaborative and inclusive team environment that encourages innovation and knowledge sharing.

Qualifications

+ Possess strong expertise in Nexthink tools and their application in end-user support environments.

+ Demonstrate proficiency in desktop support operations with a focus on remote work models.

+ Exhibit excellent problem-solving skills and the ability to troubleshoot complex technical issues.

+ Have a solid understanding of IT service management principles and best practices.

+ Show capability in analyzing system performance metrics and making data-driven decisions.

+ Display strong communication skills and the ability to collaborate effectively with cross-functional teams.

+ Maintain up-to-date knowledge of industry trends and emerging technologies relevant to desktop support.

**Salary and Other Compensation** :

Applications will be accepted until 11/1/2024

The Salary for this position will be 63,000 TO 74,000 yearly depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.