Help Desk Technician

The Phoenix Group; New York (NY); On-site; Full time

Job summary

The Phoenix Group seeks a Help Desk Technician to provide essential technical support in New York City. This role involves managing service requests and resolving user issues, ensuring efficient IT operations. Candidates should have an Associate’s Degree in related fields and strong problem-solving skills, ideally with experience in both Windows and Mac environments.

Qualifications

• Completion of an Associate’s Degree in computer science or related field.
• Proficiency in computer systems and network infrastructure.
• Excellent verbal and written communication skills.

Responsibilities

• Manage and prioritize service requests using a centralized ticketing system.
• Provide comprehensive technical support for user hardware and software issues.
• Document all service requests meticulously in the designated ticketing system.

Skills

Technical support

Troubleshooting

Communication

Network infrastructure

Microsoft Office Suite

Education

Associate's Degree in Computer Science

Job description

This range is provided by The Phoenix Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$22.00/hr - $27.00/hr

Direct message the job poster from The Phoenix Group

Principal Recruiter at The Phoenix Group

Major Responsibilities:

• Manage and prioritize service requests using a centralized ticketing system.
• Refer and escalate complex issues to IT management as necessary.
• Provide comprehensive technical support for user hardware and software issues across desktops, enterprise systems, and network infrastructure.
• Deliver prompt, courteous, and accurate solutions to user inquiries and problems.
• Analyze and troubleshoot routine technical issues, ensuring timely resolutions.
• Document all service requests meticulously in the designated ticketing system.
• Assist in compiling user feedback and statistics for IT department reports.
• Administer user accounts, passwords, and access rights according to established protocols.
• Support desktop and laptop setup, imaging, and installation procedures.
• Conduct periodic inventory of IT equipment as required.
• Set up and troubleshoot cell phones for users.
• Assist in the operation and maintenance of enterprise systems, including upgrades.
• Adhere to help desk and IT policies and procedures.
• Collaborate with the help desk manager and IT team to expand technical knowledge.
• Perform duties equivalent to Help Desk Technician I and II roles.
• Occasional travel to different agency locations for on-site support.
• Perform other related duties as assigned.

Minimum Qualifications:

• Completion of an Associate’s Degree in computer science, computer information systems, or a related field; or equivalent work experience.
• Proficiency in computer systems, network infrastructure, and peripheral equipment.
• Ability to diagnose and troubleshoot user issues remotely.
• Maintain up-to-date knowledge of current and emerging technologies.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts in user-friendly terms.
• Familiarity with Windows 7, 8.1, 10, and Mac operating systems.
• Proficiency in Microsoft Office Suite, including Word, Excel, Access, PowerPoint, etc., and Office 365.
• Advanced understanding of networking and personal computer hardware.
• Physical ability to lift at least 25 lbs and work standing or sitting for extended periods.

The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Non-profit Organizations

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