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About the Role

Serve as the first point of contact for customers seeking technical assistance, diagnose and resolve technical hardware and software issues, and provide detailed documentation of issues and solutions.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, email or helpdesk system
• Diagnose and resolve technical hardware and software issues
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the problem-solving process
• Record events and problems and their resolution in VIP Helpdesk system
• Follow-up on assigned tickets and update staff of its status and relevant information
• Identify and suggest possible improvements on procedures
• Direct unresolved issues to the next level of support personnel
• Writing, editing, and revising system procedures of new and updated software and hardware
• Windows Active Directory account management, Updates, Adds, Deletes, Changes and Password resets
• Adheres to inventory and change management procedures
• Handles multiple high priority tasks simultaneously
• Travels to various locations within New York to provide desktop support

Requirements

• Knowledge of Windows 7/8/10, 2012 r2, Microsoft office and office365
• Networking, Routers, Switches, DNS, DHCP
• Self-Motivated, willing to learn and stay up-to-date with technology
• Ability to travel, work overtime and weekends as needed
• Ability to independently research a problem using available resources, such as manuals, training materials and the Internet
• Excellent interpersonal, writing and oral communication skills

Skills

• Troubleshooting networks
• Troubleshooting hardware
• Troubleshooting software
• Troubleshooting mobile devices
• Troubleshooting IoT
• Customer support
• Technical documentation
• Windows Active Directory
• Windows 7/8/10
• Microsoft Office
• Office 365
• Networking
• Routers
• Switches
• DNS
• DHCP

Location

• New York

Work Type

• Full-time

Experience Level

• Entry Level

Education Level

• Associate's Degree in Information Technology or related field

Salary/Compensations

• $43,500.00 to $55,000.00