Field Services Support Specialist Washington DC at Alvarez & Marsal Holdings, LLC in New York, New York

Job Description:

Description

Field Services Support Specialist Washington DC

About Alvarez & Marsal

Alvarez & Marsal (A&M) is a global consulting firm with over 10,000 entrepreneurial, action and results-oriented professionals in over 40 countries. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work-guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity-are why our people love working at A&M.

The Team

The position of IT Field Services Support Specialist will be based in theDallas or DC offices and be part of the core Field Services team to support all US and International users by front facing contact via walk-up desk, email, telephone and/or remote tool for all technology related problems. The IT Field Services Support Specialist will provide diagnosis, resolution, or escalation to other service desk team members, engineering and/or applications development groups using our incident management system. In addition, the IT Field Services Support Specialist is responsible for understanding, interpreting all support requests, providing documentation and resolution for our internal knowledge base. A candidate for employment must demonstrate both great customer service and teamwork.The candidate must be able to set an expectation level for an issue and deliver on that expectation, must be able to be self-sufficient and able to appropriately manage their own workload.

How you will contribute

• Facilitating walk-ups ServiceDesk and utilizing incident knowledge base platform (Service Now)


• Analyze, diagnose, document, resolve or escalate reported issues and outages


• Assist other depts within IT; engineering/operations, and infrastructure applications/hardware


• Configure, install, and troubleshoot laptops/mobile devices/printers


• Respond to all user support inquiries globally including primary office location

Supported Applications:

Support and troubleshooting include supporting: MS office 2016 - O365 suites, Commvault, (Cisco Products: Jabber, WebEx, AnyConnect VPN, Call Manager CUCM ), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, Labtech ConnectWise, SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, Intune, network printer support.

Qualifications

• 3-5 years of support role experience in help desk environment or tech support services (Preferable)


• Solid understanding of MS Office 2010/2013/O365 (Outlook, Word, Excel, Power Point, etc.)


• Proven background with customer service and able to handle stressful / time-sensitive situations


• Telephone customer service experience required


• Fundamental understanding of PC hardware/software and connectivity components

• Experience with Windows 7-10 Operating Systems, Mac OSX experience is preferred


• Knowledge of MS Exchange, Active Directory, SharePoint


• Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP


• Basic understanding of ITIL based structure


• Exposure to HP/Lenovo ThinkPad/ MS Surface/ MacBook/ iPhone/ Android/ hardware preferred


• Previous experience with an incident management/tracking system required


• Some weekend and afterhours support required, as well as light travel


• College background in the technology field preferred

Your journey at A&M

We recognize that our people are the driving force behind our success, which is why we prioritize an employee experience that fosters each person's unique professional and personal development. Our robust performance development process promotes continuous learning, rewards your contributions, and fosters a culture of meritocracy. With top-notch training and on the-job learning opportunities, you can acquire new skills and advance your career.

We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. The possibilities are endless for high-performing and passionate professionals.

Regular employees working 30 or more hours per week are also entitled to participate in Alvarez & Marsal Holdings' fringe benefits consisting of healthcare plans, flexible spending and savings accounts, life, AD&D, and disability coverages at rates determined periodically as well as a 401(k) retirement savings plan. Provided the eligibility requirements are met, employees will also receive an annual discretionary contribution to their 401(k) retirement savings plan from Alvarez & Marsal. Additionally, employees are eligible for paid time off including vacation, personal days, seventy-two (72) hours of sick time (prorated for part time employees), ten federal holidays, one floating holiday, and parental leave. The amount of vacation and personal days available varies based on tenure and role type. Click here for more information regarding A&M's benefits programs.

The salary range is $65,000 - $80,000 annually, dependent on several variables including but not limited to education, experience, skills, and geography. In addition, A&M offers a discretionary bonus program which is based on a number of factors, including individual and firm performance. Please ask your recruiter for details.

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