Help Desk Specialist

The EDH Global; Town of Florida (NY); 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

Overview

This Help Desk Specialist will provide IT support to the enterprise customers. The IT Specialist is responsible for remote and on-site assistance; troubleshooting, resolving and/or escalating requests for resolution.

This Help Desk Specialist must become familiar with proprietary applications, Microsoft Office 2016/o365 and Windows 10 platform. Also, the Help Desk Specialist will be responsible for imaging desktops/laptops. Additionally, the applicant will be required to inventory, configure and deploy telecom devices, desktop computers, laptop computers and tablets. The applicant must have enterprise level experience, excellent written, verbal and inter-personal communication skills, amazing telephone etiquette and a focus on providing outstanding customer service.

Responsibilities

• Provide OPTIMAL customer support to all end-users to include top level senior executives and colleagues.
• Process customer requests from phone/email, etc.; update inventory records for all desktop/laptop/tablet/mobile device transactions.
• Configure, image, deploy tablets/laptops/desktops/mobile phones/peripherals on the Windows 7 or Windows 10 platform.
• Execute 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 SLAs.
• Offer IT 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.

Qualifications

• Familiarity with proprietary applications, Microsoft Office 2016/o365 and Windows 10
• Experience imaging desktops/laptops
• Inventory, configuration and deployment of telecom devices, desktop computers, laptops and tablets
• Enterprise-level experience
• Excellent written, verbal and inter-personal communication skills
• Amazing telephone etiquette and a focus on providing outstanding customer service