VIP Deskside Specialist - NYC
New York, NY
Onsite
Contract
$45/hr - $65/hr
Job Description:
End Client: ABM
Role: IT VIP Deskside Specialist
Location: NY: One Liberty Plaza, 7th floor, New York, NY
Term: 6 months
Pay Rate: $30/hr. - $46/hr.
Bill Rate: $45.00 - $67.00/hr.
JOB DESCRIPTION
Position Title: IT VIP Deskside Specialist
Group: Corporate Reporting Manager - title: Director, Workplace Technology
Travel Required? : Yes
Direct Reports? No
Position Summary Details: This role provides personalized IT support for Executives and Senior Leaders, while delivering exceptional customer service and technology experience, in a fast-paced environment. The individual will be required to troubleshoot and manage technical issues where confidentiality, professionalism and rapid response to support requests are crucial. Areas of responsibility include High-Touch White Glove service, technical troubleshooting, proactive Technology management, documentation and training.
Essential Functions/Responsibilities:
• Provide on-site and remote technical support to Executives and Senior Leadership. Support required with setup, configuration, and optimization of desktop, as well as mobile devices. Troubleshooting hardware, software, network and connectivity issues as required.
• Deliver an exceptional level of service with attention to detail in every interaction.
• Respond promptly to service requests and ensure quality issue resolution with minimal disruption.
• Manage VIP account credentialing, permissions and secure access protocols to protect data.
• Provide proactive maintenance - Monitor VIP devices to identify and address issues before they affect productivity
• Track and maintain equipment inventory for VIP users, ensuring timely and proactive upgrades and replacements.
• Document support interactions in ticketing systems, record all steps taken during the engagement and resolution for knowledge base; follow up to ensure support needs met expectations.
• Manage metrics on service requests, SLAs, and identify improvements areas.
• Support with training VIP users on best practices, new technology updates, to enhance productivity. Provide personalized training sessions on software, hardware, as needed.
• Adhere to strict confidentiality guidelines to protect VIP data and maintain privacy. Follow organizational and security policies. Practice best practices for secure device usage.
• Acts as the IT support escalation point for VIP Users and overseeing resolution, and customer satisfaction. Collaborate with other IT teams as needed.
• Willing to go above and beyond to deliver excellent service.
Qualifications:
• Bachelor’s degree in Information Technology, Engineering, or a technology related field.
• 7+ years’ experience in Desktop support with minimum 2 years in VIP support.
• Proficiency with Windows, Mac OS, M365 platform.
• Experience with configuring, managing, and supporting Android, iPhone and tablet devices.
• Strong technical acumen
Qualifications – Other Skills, Abilities & Knowledge preferred skills:
• Excellent communication, customer service and problem-solving skills.
• Strong interpersonal skills and ability to influence other team members both internally and externally.
• Strong analytical and organizational skills
• Ability to manage and handle complex issues in a professional manner.
• Ability to multi-task, prioritize and handle multiple requests
This is an onsite role with 30% travel and on call requirements
Ideal Candidate Criteria for ABM Resource
Personality Traits:
End Client: ABM
Role: IT VIP Deskside Specialist
Location: NY: One Liberty Plaza, 7th floor, New York, NY
Term: 6 months
Pay Rate: $30/hr. - $46/hr.
Bill Rate: $45.00 - $67.00/hr.
JOB DESCRIPTION
Position Title: IT VIP Deskside Specialist
Group: Corporate Reporting Manager - title: Director, Workplace Technology
Travel Required? : Yes
Direct Reports? No
Position Summary Details: This role provides personalized IT support for Executives and Senior Leaders, while delivering exceptional customer service and technology experience, in a fast-paced environment. The individual will be required to troubleshoot and manage technical issues where confidentiality, professionalism and rapid response to support requests are crucial. Areas of responsibility include High-Touch White Glove service, technical troubleshooting, proactive Technology management, documentation and training.
Essential Functions/Responsibilities:
• Provide on-site and remote technical support to Executives and Senior Leadership. Support required with setup, configuration, and optimization of desktop, as well as mobile devices. Troubleshooting hardware, software, network and connectivity issues as required.
• Deliver an exceptional level of service with attention to detail in every interaction.
• Respond promptly to service requests and ensure quality issue resolution with minimal disruption.
• Manage VIP account credentialing, permissions and secure access protocols to protect data.
• Provide proactive maintenance - Monitor VIP devices to identify and address issues before they affect productivity
• Track and maintain equipment inventory for VIP users, ensuring timely and proactive upgrades and replacements.
• Document support interactions in ticketing systems, record all steps taken during the engagement and resolution for knowledge base; follow up to ensure support needs met expectations.
• Manage metrics on service requests, SLAs, and identify improvements areas.
• Support with training VIP users on best practices, new technology updates, to enhance productivity. Provide personalized training sessions on software, hardware, as needed.
• Adhere to strict confidentiality guidelines to protect VIP data and maintain privacy. Follow organizational and security policies. Practice best practices for secure device usage.
• Acts as the IT support escalation point for VIP Users and overseeing resolution, and customer satisfaction. Collaborate with other IT teams as needed.
• Willing to go above and beyond to deliver excellent service.
Qualifications:
• Bachelor’s degree in Information Technology, Engineering, or a technology related field.
• 7+ years’ experience in Desktop support with minimum 2 years in VIP support.
• Proficiency with Windows, Mac OS, M365 platform.
• Experience with configuring, managing, and supporting Android, iPhone and tablet devices.
• Strong technical acumen
Qualifications – Other Skills, Abilities & Knowledge preferred skills:
• Excellent communication, customer service and problem-solving skills.
• Strong interpersonal skills and ability to influence other team members both internally and externally.
• Strong analytical and organizational skills
• Ability to manage and handle complex issues in a professional manner.
• Ability to multi-task, prioritize and handle multiple requests
This is an onsite role with 30% travel and on call requirements
Ideal Candidate Criteria for ABM Resource
Personality Traits:
- Friendly and approachable.
- Very energetic personality, eager to learn, and fits well with the team.
- Positive interpersonal skills, including compatibility with leadership (e.g., Danyel works well with the CEO).
- General technical skills preferred but approachable personality prioritized over technical expertise (e.g., Omar was less approachable than Regan).
- Customer available to interview Time Zones all EST time:
-
- 8 AM candidate’s local time.
- 6 PM local team time.
- NYC is the first priority and then GA
You will receive the following benefits:
- Medical Insurance - Four medical plans to choose from for you and your family
- Dental & Orthodontia Benefits
- Vision Benefits
- Health Savings Account (HSA)
- Health and Dependent Care Flexible Spending Accounts
- Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
- Hospital Indemnity Insurance
- 401(k) including match with pre and post-tax options
- Paid Sick Time Leave
- Legal and Identity Protection Plans
- Pre-tax Commuter Benefit
- 529 College Saver Plan
Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.