Help Desk Technician II: Multi-Platform Support and Leadership

Covestic; New York (NY); Sur place; USD 52 000 - 65 000; Plein temps

Résumé du poste

Covestic is seeking a proactive Help Desk Technician to support PC and Mac environments in a fast-paced setting. You will handle complex issues across chat, ticket, and phone, assist with remote installations, and support mobile devices.

You will troubleshoot connectivity, authentication, and remote access problems, while engaging in multi-channel support, and collaborating with a team that values critical thinking and customer empathy.

Qualifications

• HS Diploma or GED is required.
• 2+ years of experience in a helpdesk role or similar.
• Strong interpersonal communication skills with a high degree of empathy are a must.
• Experience with Microsoft Outlook (Windows & Mac) and Outlook Web Access, and resolving complex problems.
• Experience supporting PCs and Windows OS in a commercial/enterprise environment is preferred.
• Experience with Microsoft Exchange, including Groups and permissions is key.
• Knowledge of Windows troubleshooting from registry to performance issues.
• Understanding of fault domain isolation and root-cause analysis.
• Experience resolving secure network access problems (digital certificates, client remote access) using Juniper or Cisco.
• Experience with video collaboration tools like Zoom/WebEx.
• Knowledge of supporting iOS and Android devices in enterprise environments.
• Working knowledge of Active Directory and basic AD administration.

Responsabilités

• Apply critical thinking to complex user requests and provide context to deliver fast solutions.
• Troubleshoot client-side network connectivity issues including authentication and remote access.
• Support user requests and performs remote installations as needed.
• Assist remote users with access problems from password resets to network access failures.
• Support messaging and calendaring services and content collaboration.
• Support issues with mobile devices.
• Lead in ticket processes and coach others when workflows are deficient.
• Attend weekly team syncs and drive actionable discussions.
• Display learning agility by seeking answers when challenged.
• Seek feedback from other Help Desk Technicians to improve support.
• Maintain awareness of team metrics and trends and take corrective actions.

Formation

HS Diploma or GED

Outils

Microsoft Outlook

Microsoft Exchange

Active Directory

Zoom

WebEx

Description du poste

Covestic is seeking a proactive Help Desk Technician to support PC and Mac environments in a fast-paced setting. You will handle complex issues across chat, ticket, and phone, assist with remote installations, and support mobile devices.

You will troubleshoot connectivity, authentication, and remote access problems, while engaging in multi-channel support, and collaborating with a team that values critical thinking and customer empathy.