Job description

The Help Desk Technician is responsible for providing First Level technical assistance and support related to computer systems, hardware, or software’s using various IT resources. Typical user support includes password resets, Desktop support, or specialized applications support. The Help Desk Technician may monitor computer systems and operations as assigned.

* Answering Help Desk phones and provide Tier I support to users. Ask relevant questions to determine nature of problem and walk the customer through problem-solving process.

* Provide 1st Level technical assistance and support for incoming queries and issues related to computer systems, software, hardware and network operations problems.

* Able to resolve less complex issues immediately. Employ remote tools to assist the clients. Escalate unresolved calls to 2nd level support groups in a timely manner Log all calls in the Service Desk Call Logging system.

* Creating Problem Ticket corresponding to the User Calls, Properly documenting and Prioritize calls as per Service Level Agreements (SLAs) and Assign it to the relevant teams.

* Performs imaging and configuration of desktops/laptops/tablets.

* Monitor and update Service Desk tickets and escalate issues based on severity and visibility. Log all events and document findings and actions taken to resolve in the notes.

* Appropriately handing over or receiving tasks from other shifts to minimize user downtime.

* Utilize knowledge base to resolve user issues.

* Troubleshoot Software’s, Applications installs and functionality.

* Provide support for wireless devices and tablets, including iPhones/Pads and Blaberries.

* Work both individually and in a team environment Act as a single point to contact for phone calls, emails, and self-service tickets from staff IT issues and queries.

* Reporting alerts from monitors and calls.

* Maintain asset tracking documentation and inventories, and dispose of equipment as warranted.

* Follow up with users to ensure problems were resolved successfully.

* Maintain a strong focus on the quality of service delivered, taking a 'customer care' perspective.

* Performs Preventative Maintenance and install upgrades.

* Work closely with the team on wo0rk process changes to increase efficiency and quality of services provided.

* Experience in Service Desk or Customer support role required. Ability to provide support over

the phone; Excellent Phone skills, professional demeanor a must.

* Thorough knowledge and proficiency with Various Windows OS's, MS Office and other Microsoft Family products. Knowledge of a wide range of Desktop systems software’s and applications.

* Hardware Troubleshooting - Laptops, Monitors, External Devices, Desktops, Mobile Devices, Copiers/Printers, etc.

* Basic Active Directory knowledge - Resetting passwords, checking user groups Mobile Device account troubleshooting Own and manage the DSS processes and procedures.

* Must be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

* Friendly presence and helpful attitude; Good interpersonal skills and ability to work well with others. Performs proper introduction when answering calls. Speaks professionally over calls and personally. Handle heavy call volume.

* Provides daily written updates on status of current tickets, open issues and projects.

* Performs all other duties as required.

Position Requirements

* This position requires a minimum formal education of Associate Degree or certification equivalent and a minimum of 3 years job-related experience.

* Experience with Windows XP/2000/NT/9x operating systems, MS Office and other office productivity applications. Professional certificates: Min A+MCP preferred; MSCDT, MCSA, MCSE.

Job Type: Full-time

Pay: $44,000.00 - $45,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Night shift

Ability to commute/relocate:

• Brooklyn, NY 11237: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Experience with Windows XP/2000/NT/9x operating systems, MS Office and other office productivity applications. Professional certificates: Min A+MCP preferred; MSCDT, MCSA, MCSE.

Education:

• Associate (Preferred)

Experience:

• Help desk: 3 years (Preferred)

Work Location: One location

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