Help Desk

OLSA Resources, Inc.; Princeton (NJ); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading IT support company based in Princeton is seeking a dedicated Support Technician. In this role, you will answer incoming calls, log service requests, and diagnose technical problems effectively. The ideal candidate will have an associate degree in Computer Science or a related field, along with at least two years of relevant experience in technical support. Strong communication skills and the ability to work in a fast-paced environment are essential. This position offers opportunities to enhance your technical knowledge and grow within the company.

Qualifications

• 2 years of lab or nursing or med tech experience or technical support experience.
• At least one, typically three years experience in IT or equivalent education/work experience.
• Sufficient knowledge of IT operations to resolve inquiries independently.

Responsibilities

• Answer calls at the Support Center and log service requests.
• Diagnose problems by asking accurate questions professionally.
• Prioritize and log calls, reset passwords, resolve issues.
• Assist in projects as needed.

Skills

Excellent customer service

Interpersonal skills

Organizational skills

Communication skills

Ability to work in a fast paced environment

Understanding of Windows based applications

Familiarity with Lotus and Microsoft Suite

Ability to learn new processes

Education

Associate degree in Computer Science or related discipline

Tools

Windows OS

Lotus Notes

Microsoft Office

Networking basics

Job description

Responsibilities

• Primary function is to answer calls arriving at the Support Center and to accurately identify, prioritize and log the service requests within the established standards. Diagnose problems by asking accurate, concise questions in a professional and timely manner. Accurately prioritize, categorize and log calls, reset network passwords, resolve print queue problems, manage crisis escalation and transfer calls to other support group as appropriate, assist in projects as needed.

Competencies

• Excellent customer service, interpersonal, organizational and communication skills;
• Ability to work in a fast paced changing environment;
• Understanding of Windows based applications;
• Familiarity with relevant operating systems, the Lotus and Microsoft Suite of products, the Internet and networking;
• Ability to recognize priority issues and escalate accordingly;
• Ability to translate technical terms into non-technical language;
• Understanding of computer terms and acronyms;
• Ability to learn new processes and procedures.

Qualifications

• 2 years of lab or nursing or med tech or related medical technical experience OR 2 years of hardware, software, and networking technical support is required.
• Associate degree in Computer Science or a related discipline, and at least one, typically three years experience in IT or an equivalent combination of education and work experience.
• Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently.
• Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs