We are searching for Desktop Support Technicians to support our client, a major hospital system in Middletown NY. You will help install, upgrade, and troubleshoot all hardware and software for the installed client base. To succeed in this position, you will possess excellent problem-solving skills and the ability to communicate clearly and precisely with the end user. Successful candidates will be familiar with remote troubleshooting techniques and the tools required for successful troubleshooting. Possess the ability to multitask and function in several technical support roles. Some travel may be required. This position reports to the Desktop IT Manager.
Responsibilities
· Provide on-site and remote technical support to users.
· Fully document support tickets on reported issues
· Remotely assist customers through installation of applications and computer peripherals.
· Guide users with simple, step-by-step instructions
· Conduct remote troubleshooting when required
· Test alternative pathways to resolve an issue
· Customize desktop applications to meet user needs
· Escalate issues as appropriate
· Follow up with clients to ensure continued system functionality
· Report and document customer feedback and potential product requests
· Create technical documentation and manuals
Qualifications
· An ability to work independently and in a team setting with others professionally and respectfully
· An ability to adjust to changing situations to meet Urgent and critical issues
· Hands-on experience in Operating Systems and Office Suite, including MS Teams
· Working knowledge of office automation products and computer peripherals, including but not limited to printers and scanners.
· Knowledge of network security practices and anti-virus programs
· Ability to perform remote troubleshooting and provide clear and concise instructions
· Excellent problem-solving and multitasking skills
· Service Now experience (preferred)
Requirements
· Desktop support two years+ (preferred)
· Strong, systematic, and professional problem-solving skills
· Proficiency with Windows OS, Active Directory administration, and PC troubleshooting
· Deliver high-quality customer service and technical support
· Customer-oriented attitude
Matrix USA is a leading global specialist, providing business and technology solutions specifically for the complex needs of the global Financial Banking, Payments and Capital Markets Industry.
Headquartered in Jersey City, New Jersey Matrix offers specialized Consulting, Systems Integration and Managed Services. Services include Enterprise Data and Analytics, DevOps, EComm+Trade Surveillance, Business Intelligence (BI), AML / Case Management, Fraud Risk Prevention, Compliance, Financial Operational Risk, Cloud and Cyber-Risk Management, and Advisory Services.
Over 20 years more than 200 financial institutions, both top-tier & local banks, rely on Matrix solutions. Matrix USA is a division of Matrix IT Ltd (Symbol MTRX.TA), which has over 12,000 employees worldwide, and offices in the U.S., UK, Israel, Eastern Europe, India, and Australia. For more details visit www.matrix-ifs.com.
Matrix has developed and nurtured a broad expertise across multiple solution platforms and operational models. With our intimate knowledge of the predominant case management, compliance and fraud detection solutions on the market today including; Actimize™, Oracle™ Mantas™, Norkom™, Fortent™ and NASDAQ OMX™ SMARTS™, we help institutions establish the technology foundation of a top-performing fraud and compliance organization, and put in place the processes and resources to ensure our clients realize the financial, business and regulatory benefits of an industry-leading fraud and compliance program.
Matrix operates globally with offices in New Jersey, Florida, UK, Israel and Australia.
