Senior Help Desk Technician

KPMG LLP provides audit, tax and advisory services to a broad range of clients. KPMG¡¦s commitment to its clients is demonstrated in our client service delivery approach with cross-functional teams that extend across industry segments. We are currently seeking a Senior Help Desk Technician to join us in our Montvale office.
Responsibilities:ƒ{Provide daily phone support for end users within the firm for the components of information technology infrastructure and application support including providing guidance, assistance, coordination, and follow-up on questions, and addressing problems on system applications, hardware and software; 100 percent phone support
ƒ{Manage own daily individual performance measured by call capture, available time, speed of answer, call resolution, and customer support; 70 percent overall daily availability to answer calls is necessary
ƒ{Ability to work a in high stress and high call volume environment
ƒ{Record system problems and status information through the use of our internal system problem tracking computer application
ƒ{Confer with management and staff to apply information systems and technology resolutions to callers
ƒ{Provide a link with the new national operations center and the end user for the aspects of infrastructure support
ƒ{Oversee service delivery adherence to established service level agreements, through proactive monitoring and support of call volumes to meet department goals
ƒ{Troubleshoot wide and local area networks including workstation access, applications software, and functional server support, using knowledge of network operating systems or notifying the appropriate support organization
ƒ{Support the implementation and deployment of internal business systems and action plans
Job Requirements
Qualifications:ƒ{Bachelor¡¦s degree from an accredited college/university or equivalent work experience
ƒ{Two years of experience in a help desk or call center environment
ƒ{Current with alternative information systems and technology, and ability to make recommendations consistent with the firm¡¦s business and systems plans
ƒ{Technical experience in many areas of networking and software (e.g. LAN, WAN, servers, Office applications, and 3rd party applications)
ƒ{Ability to support a very complex set of hardware and software due
ƒ{Knowledge of the MAC and PC, the various levels of Network Operating software, and the various levels of desktop software (e.g. Win3.1, Win95, WinNT, etc.)
ƒ{Support various client service professional levels within the Firm, and possess the ability to be sensitive to the political implications of decisions
ƒ{Ability to be flexible on daily and weekend schedule required to support 24x7 environment
ƒ{Ability to adhere to rotational shift schedule
Please include salary requirements within resume textKPMG offers and supports flexible work arrangements as well as part-time schedules. We also offer a comprehensive compensation and benefits package.Interested? Please send your resume referencing Code 06843279. We strongly encourage you to apply online at