Enterprise IT Help Desk Specialist — On-site & Remote

The EDH Global; Florida; On-site; USD 45,000 - 65,000; Full time

Job summary

A leading IT service company in New York is seeking a Help Desk Specialist to provide exceptional IT support to enterprise customers. Responsibilities include troubleshooting, remote and onsite assistance, and managing technical requests. The ideal candidate should have experience with Microsoft Office 2016/o365 and Windows 10, as well as strong communication and customer service skills. This position requires inventory management and configuration of devices such as desktops, laptops, and telecom equipment.

Qualifications

• Familiarity with proprietary applications.
• Experience imaging desktops/laptops.
• Inventory, configuration, and deployment of telecom devices.

Responsibilities

• Provide customer support to all end-users including senior executives.
• Process customer requests and update inventory records.
• Configure, image, deploy desktops/laptops/mobile devices.
• Manage accounts via Active Directory and monitor system performance.
• Document transactions by creating and managing tickets.

Skills

Customer service excellence

Communication skills

Troubleshooting

Technical support

Tools

Microsoft Office 2016/o365

Windows 10

Active Directory

Job description

This Help Desk Specialist will provide I. T. support to theenterprise customers. The IT Specialist is responsible forremote and on-site assistance; troubleshooting, resolving and /orescalating requests for resolution.

This Help Desk Specialist must becomefamiliar with proprietary applications, Microsoft Office 2016/o365and Windows 10 platform. Also, the Help Desk Specialist will be responsiblefor imaging desktops/laptops. Additionally, the applicant will berequired to inventory, configure and deploy telecom devices, desktopcomputers, laptop computers and tablets. The applicant must haveenterprise level experience, excellent written, verbal andinter-personal communication skills, amazing telephone etiquette anda focus on providing outstanding customer service.

Tasks are:
- Provide OPTIMAL customer support to all end-users to include top level senior executives and colleagues.
-Process customer requests from phone/email, etc.; update inventoryrecords for all desktop/laptop/tablet/mobile device transactions.
- Configure, image, deploy tablets/laptops/desktops/mobile phones/peripherals on the Windows7 or Windows10 platform.
- Excute account management support to end-users via Active Directory and other OCFO applications; monitor system performance.
- Document all work/hardware/software transactions by creating/tracking/resolving or escalating tickets per defined SLA's.
- Offer I. T. support by analyzing issues with infrastructure, network,desktops, peripherals, laptops, tablets and minor server problems.
- Work independently and with team; convey technical information to non-technical customers.
- Must be able to lift/carry 40 pounds; travel to offsite locations and complete other duties as assigned.

Responsibilities:
Responds to and diagnoses problems through discussion with users.
Ensures a timely process through which problems are controlled,including problem recognition, research, isolation, resolution, andfollow-up steps.
Supervises operation of help desk and serves as focal point for customer concerns.
Provides support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, emails, and personnel requests for technical support.

Documents, tracks, and monitors the problem to ensure a timely resolution. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
Interacts with network services, software systems engineering, and/orapplications development to restore service and/or identify and correctcore problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.