IT Incident Technician

Company: eJAmerica
Location: New York
Posted on: March 14, 2025

Job Description:

"Incident Technician" is a support role that receives incidents from the global service desk. An Incident Technician primarily troubleshoots and diagnoses hardware , software and applications issues on desktop and mobile devices. All IT Incidents and Service Requests must be recorded and managed in the global ticketing system and executed in compliance.

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Key Responsibilities:

On-call rotation for after-hours and weekend support.
Install, troubleshoot, repair, and maintain software applications and hardware.
Handle tickets from the helpdesk for in-house, third-party, and market data applications.
Support operating system drivers, software, and firmware.
Assist users with home connection & remote work setup (Key Responsibilities:
Install, troubleshoot, repair, and maintain software applications and infrastructure.
Handle tickets from the helpdesk for in-house, third-party, and market data applications.
Support operating system drivers, software, and firmware.
Assist users with home connection & remote work setup (End-Client laptop or personal laptop + virtual machine).
Ensure compliance with End-Client policies & procedures.
Maintain support documentation.
Coordinate with local & global support teams across multiple platforms.
Manage incidents and requests in the ticket-tracking system.
Stay updated on technology and participate in training programs.
Be responsive across multiple communication platforms (email, Teams, Skype, Symphony, Jive, WhatsApp).
laptop or personal laptop + virtual machine).
Ensure compliance with End-Client policies & procedures.
Create and maintain support documentation.
Collaborate with local & global support teams across multiple platforms.
Manage incidents and requests in the ticket-tracking system.
Proactively report trends, issues, and delays to management.
On-call rotation for after-hours and weekend support.
Stay updated on technology and participate in training programs.
Be responsive across multiple communication platforms (email, Teams, Skype, Symphony, Jive).

Keywords: eJAmerica, New York , IT Incident Technician, Professions , New York, New York