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About the Role

Provide technical hardware, software, and connectivity problem resolution to all client computers and users by diagnosing and walking users through step-by-step solutions. Communicate technical solutions clearly in a user-friendly, professional manner. Provide one-on-one end-user training, assist engineers and technicians, troubleshoot printer problems, and work with next-level support to resolve complex issues. Perform hardware and software maintenance and reporting as needed. All work to be performed in client office.

Responsibilities

Identifies, diagnoses, and resolves first-level problems for end-users of workstations, laptops, terminal services, Citrix sessions, end-user software and hardware, network and VPN connectivity, the Internet, server services, server drive space, validation of server error messages for escalation, and new computer technology.
Communicates solutions to end-users effectively.
Provides one-on-one end-user problem resolution for client (PC) software and connectivity.
Ensures that all client issues and resolutions are properly documented in the defined ticketing system.
Sets up and assists in the configuration of end-user PC desktop hardware, software, and peripherals, both onsite and remotely.
Diagnoses and resolves end-user network or local printer problems, PC hardware problems, and basic server, e-mail, Internet, VPN, and local-area network access problems.
Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
Acts as remote hands for engineering staff onsite as needed.
Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles.
Provides assistance to Tier 2-3 staff with problem research and documentation.

Requirements

3+ years providing end-user support for current PC desktop and application software.
3+ years installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment.
3+ years providing end-user support for current suite of Microsoft applications and management software.
2+ years providing support for an enterprise-level userbase in either the legal or financial services industries.

Skills

Technical hardware support
Software support
Connectivity problem resolution
End-user training
Printer troubleshooting
Hardware maintenance
Software maintenance
PC desktop hardware configuration
PC desktop software configuration
Peripherals configuration
Network troubleshooting
VPN troubleshooting
Server troubleshooting
Email troubleshooting
Local-area network troubleshooting
Vendor coordination
Desktop hardware repair

Location

New York, NY

Work Type

Onsite

Experience Level

3+ years
2+ years

Education Level

CompTIA A+ Certification or equivalent experience
CompTIA Net+ Certification or equivalent experience

Salary/Compensations

$80K - $105K

Benefits

Bonus eligible

About the Company

Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services.
Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers.
Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER.
If you're attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!