Help Desk IT Support II

Triple Cities Network Solutions; Village of Johnson City (NY); On-site; USD 40,000 - 55,000; Full time

Job summary

A technology solutions provider in New York is seeking a qualified Helpdesk Technician to offer technical support and assistance via phone and email. The ideal candidate will have experience in customer support, excellent communication skills, and a relevant degree. This role requires a tech-savvy individual who can efficiently resolve issues while maintaining a calm demeanor with customers.

Qualifications

• Proficient in troubleshooting technical issues.
• Experienced in customer support roles.
• Effective communicator with a customer-oriented mindset.

Responsibilities

• Provide first point of contact for customer technical assistance.
• Conduct remote troubleshooting using diagnostic techniques.
• Document issues and resolutions in logs.

Skills

Technical troubleshooting

Customer service

Communication skills

Education

BSc/BA in IT, Computer Science or relevant field

Tools

Office automation products

Databases

Remote control tools

Job description

Overview

We are looking for a qualified Helpdesk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on underlying technical issues and offer advice to solve them. An excellent Helpdesk Technician must have sufficient technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and composed, to deal with demanding customers. Your goals will be to build value for clients that will help protect the company's character and business.

IT Help Desk Technician Responsibilities

• Serve as the first point of contact for customers exploring technical assistance over the phone or email
• Complete remote troubleshooting through diagnostic techniques and pertinent questions
• Discover the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unsolved issues to the next level of support personnel
• Provide detailed information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements to procedures

IT Help Desk Technician Requirements

• Some experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and solve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science or relevant field