Information Technology Support Specialist

STV is currently seeking an Information Technology Support Specialist to join our IT Operations team in our New York, NY office. This position is designated as hybrid (3 days in the office/week).This position will provide you the opportunity to work closely with the IT Operations team in the region, the IT Department, and the user community. The IT Operations technician will be responsible for providing onsite support at our New York office, ensuring quality service, facilitating knowledge sharing and collaboration.The IT Operations technician should have a background in IT functions as well as desktop and phone troubleshooting skills. This role is key to facilitate minimal downtime and high availability of various technical systems.The IT Operations will be Monday to Friday and may require work shifts within that time period as necessary as well as be available for rotating on-call escalation issues.Responsibilities Include, but are not limited to: Technical Support:Provide second-level technical support to end-users regarding hardware, software, and network issuesRespond to incident tickets and inquiries in a timely and professional mannerTroubleshoot and resolve common IT problems, escalating more complex issues to higher-level support as neededUser Assistance:Assist end-users with system navigation, software installations, and basic IT-related tasksEducate users on IT policies, procedures, and best practicesGuide users through problem-solving steps and provide clear instructionsDocumentation:Create and update documentation for common IT procedures, troubleshooting steps, and solutionsMaintain accurate records of support interactions, resolutions, and system changesCollaboration:Collaborate with other IT teams and departments to address and resolve technical issuesCommunicate effectively with team members and management regarding ongoing support activitiesSecurity Compliance:Adhere to IT security policies and protocols to ensure the confidentiality and integrity of dataReport security incidents or breaches promptlyKnowledge and Skills Preferred relevant experience working with the Ivanti ITSM platform, or similar.Knowledge of basic computer hardware, software, and peripherals including but not limited to:Windows 10Office 365Microsoft TeamsSharePointVirtual Desktops (VMWare)iPhone / iPad supportActive Directory administrationMicrosoft System Center Configuration Manager (SCCM)Printers / CopiersMulti-factor authentication (DUO)Bomgar (Beyond Trust) administration/monitoringTeams supported AV and presentation systemsExperience supporting users in ERP platforms (Deltek) and HRIS systems (Workday) is desirableWorking knowledge of a range of PC, network, and system diagnostic utilities.Knowledge of imaging and software deployment methodsExceptional written and oral communication skillsExcellent interpersonal skills, with a focus on rapport-building, listening, and questioning skillsStrong documentation and troubleshooting skillsConduct research into a wide range of computing issues as requiredRequired Experience Minimum of 3-5 years of related work experienceBachelor’s degree in information technology, related degree, or equivalent experienceExperience working in a medium to large corporate environmentCertifications in ITIL and/or Help Desk Institute helpfulExperience with engineering applications helpfulCompensation Range: $56,523.00 – $75,364.00Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At STV, we are fully committed to expanding our culture of diversity and inclusion, one that will reflect the clients we serve and the communities we work in, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description we encourage you to apply anyways. You may be just the right candidate for this or other roles.STV offers the following benefits • Health insurance, including an option with a Health Savings Account • Dental insurance • Vision insurance • Flexible Spending Accounts (Healthcare, Dependent Care and Transit and Parking where applicable) • Disability insurance • Life Insurance and Accidental Death & Dismemberment • 401(k) Plan • Retirement Counseling • Employee Assistance Program • Paid Time Off (16 days) • Paid Holidays (8 days) • Back-Up Dependent Care (up to 10 days per year) • Parental Leave (up to 80 hours) • Continuing Education Program • Professional Licensure and Society MembershipsSTV is committed to paying all of its employees in a fair, equitable, and transparent manner. The listed pay range is STV’s good-faith salary estimate for this position. Please note that the final salary offered for this position may be outside of this published range based on many factors, including but not limited to geography, education, experience, and/or certifications.

STV Incorporated