Customer-Centric Help Desk Technician (Tier 1/2)

Institute for Community Living Inc.; New York (NY); On-site; USD 42,000 - 52,000; Full time

Job summary

The Help Desk Technician at Institute for Community Living Inc. provides Tier 1 and 2 support by phone, in person, and through remote tools to staff across the New York City area. You will follow procedures to resolve requests and provision IT equipment for staff.

You will perform standard Active Directory management tasks, maintain asset records, and participate in an on-call after-hours rotation while staying current with technology trends and collaborating with a team.

Qualifications

• Experience with Microsoft Windows and Microsoft Office.
• Basic hardware and software installation and troubleshooting.

Responsibilities

• Provide tier 1 and 2 helpdesk support by phone, online and in-person.
• Follow established procedures to resolve common IT support requests.
• Provision and prepare IT equipment for staff.
• Maintain IT records, including asset management.
• Perform standard Active Directory management tasks.
• Assist with the development of and adherence to IT policies and procedures.
• Participate in on-call after-hours rotation schedule.
• Work with users to elicit the objectives behind their request and provide great customer service.
• Maintain a clean and well-organized work environment.
• Stay current with technology trends and continuously develop technical skills.
• Work on tasks and projects as assigned by supervisor.

Skills

Customer service

Team collaboration

Written & verbal communication

Problem solving

On-call experience

Education

Technical training or coursework

Tools

Windows OS

Microsoft Office

Active Directory

Remote support tools

Job description

The Help Desk Technician at Institute for Community Living Inc. provides Tier 1 and 2 support by phone, in person, and through remote tools to staff across the New York City area. You will follow procedures to resolve requests and provision IT equipment for staff.

You will perform standard Active Directory management tasks, maintain asset records, and participate in an on-call after-hours rotation while staying current with technology trends and collaborating with a team.