Help Desk Technician

Red Lion Summit Life Insurance Agency; New York (NY); Presencial; USD 42 000 - 64 000; Tempo integral

Resumo da oferta

Red Lion Summit Life Insurance Agency is seeking an IT support specialist to provide first-line assistance to employees and customers. You will diagnose and resolve hardware, software, and connectivity issues, log activities in ticketing systems, and escalate complex problems to ensure uninterrupted IT services.

Applicants should have a technical background, strong troubleshooting skills, and the ability to explain technical details clearly to users with different levels of experience.

Qualificações

• Diploma or degree in information technology, computer science, or a related field, or equivalent practical experience.
• Relevant experience in technical support, desktop support, or customer service.
• Working knowledge of common operating systems, office applications, and computer hardware.
• Basic understanding of networking, remote support tools, and account administration.
• Strong troubleshooting, communication, and customer service skills.
• Ability to explain technical instructions clearly to users with varying levels of experience.
• Attention to detail and the ability to prioritize multiple support requests.
• Certifications such as CompTIA A+ or ITIL Foundation are an advantage.

Responsabilidades

• Provide first-line technical support to employees or customers for hardware, software, accounts, and connectivity issues.
• Record and manage support requests, troubleshoot, and escalate complex problems to maintain reliable IT services.
• Respond to requests via ticketing systems, phone, email, or chat and keep users informed of progress.
• Install, configure, and update computers, applications, and peripherals as needed.
• Support account setup, password resets, and access requests under approved procedures.
• Document troubleshooting steps, resolutions, and relevant ticket details.

Conhecimentos

Troubleshooting

Communication skills

Customer service

Prioritization

Clear explanations

Formação académica

Diploma or degree in IT/CS

Ferramentas

Ticketing systems

Remote support tools

Descrição da oferta de emprego

Provide first-line technical support to employees or customers, helping them resolve hardware, software, account access, and connectivity issues. Record and manage support requests, troubleshoot common problems, and escalat complex issues to maintain reliable IT services.

Key responsibilities include:

• Responding to support requests through ticketing systems, phone, email, or chat.
• Diagnosing and resolving common hardware, software, and network connectivity issues.
• Installing, configuring, and updating computers, applications, and peripherals.
• Supporting account setup, password resets, and access requests under approved procedures.
• Recording troubleshooting steps, resolutions, and relevant details in support tickets.
• Escalating complex issues and keeping users informed of progress.
• Maintaining support documentation, knowledge articles, and equipment records.
• Following IT security policies and reporting suspected security incidents.

Qualifications

• Diploma or degree in information technology, computer science, or a related field, or equivalent practical experience.
• Relevant experience in technical support, desktop support, or customer service.
• Working knowledge of common operating systems, office applications, and computer hardware.
• Basic understanding of networking, remote support tools, and account administration.
• Strong troubleshooting, communication, and customer service skills.
• Ability to explain technical instructions clearly to users with varying levels of experience.
• Attention to detail and the ability to prioritize multiple support requests.
• Certifications such as CompTIA A+ or ITIL Foundation are an advantage.