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About the Role
Seeking Help Desk Associates to support a government contract effort in Verona, NY. This role involves providing first-line support for incoming calls, escalating issues, and ensuring customer satisfaction.
Responsibilities
- Conduct first-line support for all calls received by the Call Center.
- Escalate calls to appropriate support staff promptly to meet Service Level Agreements.
- Communicate call status and expected technician arrival times to callers.
- Create a ticket for every call routed through the Help Desk at the time of the call.
- Make follow-up calls as needed to ensure customer satisfaction.
- Contact users to schedule required tasks at a convenient time.
- Ensure adherence to policies and procedures for the Call Center, computer deployment, and decommissioning.
- Document policies and procedures by creating necessary documentation.
- Provide quality feedback to all departments regarding areas of concern within the organization.
- Provide support as required or assigned for Government Contract operations.
Requirements
- A degree in Computer Science or a related technical field, or at least two years of equivalent experience in an IT environment.
- Ability to effectively communicate with users to provide first-level phone support.
- Knowledge of Microsoft Office, Microsoft Windows 2000, and XP.
- Basic networking concepts (TCP/IP, DNS, cabling, wireless).
- Comfort supporting administrator-level functionality across operating systems.
- Knowledge and experience with corporate infrastructure packages including Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, and Virus Scanning (local and server-based).
- Knowledge of end-user device hardware support including PCs (CPU, Motherboard, BIOS, NIC, video, sound, PSU, HDD, CD-RW, DVD, FDD), monitors, keyboards, mice, drivers, firmware, printers, and laptops.
- Availability to provide support evenings, nights, weekends, and holidays.
- Ability to work on tasks, assignments, or bulk work to completion regardless of shift or duration.
- Flexibility and willingness to work any shift in a 24x7 coverage support environment.
- Demonstrated experience with gaming and/or hospitality systems is preferred.
- Possession of a valid driver's license.
- Must possess or be willing and able to obtain a US DOD Secret Clearance.
Skills
- Microsoft Office
- Microsoft Windows 2000
- Microsoft Windows XP
- TCP/IP
- DNS
- Cabling
- Wireless networking
- Outlook
- Citrix MetaFrame
- Windows Terminal Services
- Active Directory
- NDS
- Virus Scanning
- PC hardware support
- Laptop hardware support
- Printer support
- Driver installation
- Firmware updates
Location
- Verona, NY
Work Type
- Full-time
- 24x7 coverage
Experience Level
- At least two years of experience in an IT environment
- At least six years of work experience (Desired)
Education Level
- Degree in Computer Science or related technical field
- CompTia A+, Net+, Sec+ or other industry related certification (Desired)
- HP, MCSE, MCP, or Call Center Certification (Desired)
Benefits
- Comprehensive benefits package designed to support health, financial well-being, and work-life balance.
About the Company
- Oneida Network Infrastructure (ONI) specializes in the design, architecture, implementation, and ongoing support for wired and wireless networks, data center and cloud migrations, and telecommunications.
- Expertise includes advanced integrations of disparate systems and ensuring system security.
- At ONI, you'll have the opportunity to build a rewarding career while contributing to projects that connect communities, support critical infrastructure, and drive technological advancement.
- As a growing organization, we are committed to investing in our employees and creating an environment where individuals can thrive professionally and personally.
- We offer meaningful work, a collaborative culture, career growth opportunities, competitive compensation, stability, and a commitment to excellence.
Equal Opportunity
- Oneida Network Infrastructure is proud to be an Equal Opportunity Employer.
- We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.