Desktop Support Technician

Simon & Schuster was named to Forbes magazine list of America's Best Mid-Size Employers 2022. Simon & Schuster is a global leader in general interest publishing, dedicated to providing the best in fiction and nonfiction for readers of all ages, and in all printed, digital and audio formats. Its distinguished roster of authors includes many of the world's most popular and widely recognized writers, and winners of the most prestigious literary honors and awards. It is home to numerous well-known imprints and divisions such as Simon & Schuster, Scribner, Atria Books, Gallery Books, Pocket Books, Adams Media, Simon & Schuster Children's Publishing and Simon & Schuster Audio and international companies in Australia, Canada, India and the United Kingdom, and proudly brings the works of its authors to readers in more than 200 countries and territories. For more information visit our website at www.simonandschuster.com.

Simon & Schuster is looking for a US-based, hardworking, flexible, and talented individual to provide end-user desktop support to our clients.

The MS Windows Desktop Support Technician provides technical assistance and support related to Windows-based desktops, laptops, peripherals, software, and network connectivity issues. This role ensures end-users can use their systems effectively by troubleshooting hardware and software problems and installing and maintaining equipment. The ideal candidate will have excellent problem-solving skills, a customer-focused mindset, and the ability to handle escalations efficiently.

This position, which requires availability for an 8-hour shift daily, between 8:00 AM to 5:00 PM or 9:00 AM to 6:00 PM Eastern Time, Monday through Friday, and may sometimes require late nights or weekends, offers the potential for significant professional growth. The right candidate will have the opportunity to develop their skills, gain technical experience, and potentially advance within the company.

Required Experience and Capabilities:

• An understanding of the MS-Windows O/S and endpoints and how to provision, support, and maintain.
• Provide Level 1 and Level 2 support for Windows 11-based systems using O365).
• Diagnose and resolve hardware, software, and network connectivity issues.
• Handle printer, peripheral device, and driver configuration issues.
• Identify root causes of recurring technical issues and recommend solutions.
• Assist end-users via phone, email, chat, or remote desktop tools.
• Log, track, and manage support tickets using ServiceNow.
• Provide on-site and remote technical support for office and home-based employees.
• Install, configure, and update Windows operating systems, software applications, and patches.
• Set up new desktops, laptops, and mobile devices following organizational standards.
• Onboard new staff
• Assist as requested with
  • Monitoring system performance and apply necessary updates or patches.
  • Ensuring anti-virus software and security policies are up to date.
  • Supporting software deployment and asset management efforts.
• Proficient in the use of online and remote-connecting software
• Functional use of collaboration tools, conferencing systems, remote support tools, and ticketing systems.  Service Now experience is a plus
• Demonstrated ability to function in a non-scripted helpdesk environment. This position requires examining, questioning, exploring, and troubleshooting various issues using Zoom and O365 without scripted support.
• Ability to translate from “tech speak” to “non-tech speak” when communicating with non-technical staff.
• Excellent time and task management skills
• Hardware Inventory Management requirement
• Willing and able to learn company applications quickly and troubleshoot a wide variety of problems
• Excellent written and verbal communication skills (English required)
• Have access to a quiet and professional working location with solid internet connectivity when working remotely.
• Possess proficiency in a voice-chat environment using a headset with a microphone.
• Proficiency with live online chat support delivery tools such as, Zoom and Teams
• Able to adhere to internal documentation requirements and time-tracking.
• Act with a sense of urgency.

Preferred:

• MS-Windows 11 is a must.
• OKTA MFA knowledge
• MS Office 365 experience
• MS Outlook connected to an Exchange Server.
• Communication Programs: Teams & Zoom
• Google Chrome and MS Edge.
• Apple iOS phone and tablet support.
• Microsoft Azure AVD.
• MS-OneDrive.
• File and Print Sharing.
• Apple Mac is a plus but not required.
•  SharePoint is a plus but not required.
• Service Now is required, but we will train the selected candidate.

Educational Requirements:

• Minimum High School Diploma or equivalent
• 1-3 years of experience in desktop support or a similar technical support role.
• Applicable industry certificates or equivalent experience

Work Location: On-site role located in Riverside, NJ