Help Desk Technician-IT514405

ICL; New York (NY); On-site; USD 52,000 - 65,000; Full time

Job summary

ICL is seeking a Help Desk Technician to join a team delivering IT support across NYC locations. The role covers helpdesk tiers, equipment provisioning, asset management, and policy adherence, with after-hours rotation.

Ideal candidates will have experience with Windows/Office, basic hardware/software troubleshooting, and strong communication skills to provide excellent customer service.

Qualifications

• Provide exceptional customer service.
• Using Microsoft Windows and Office.
• Performing basic hardware and software installation and troubleshooting.
• Collaborating with a team.
• Utilizing strong written and verbal communications.

Responsibilities

• Provide tier 1 and 2 helpdesk support by phone, online and in-person.
• Follow established procedures to resolve common IT support requests.
• Provision and prepare IT equipment for staff.
• Maintain IT records, including asset management.
• Perform Active Directory tasks.
• Assist with IT policies and procedures.
• Participate in after-hours call rotation.
• Gather requirements from users and deliver excellent service.
• Keep the work area organized and clean.
• Stay current with technology trends and develop skills.
• Handle tasks and projects assigned by supervisor.

Skills

Customer service

Team collaboration

Communication

Windows OS

Hardware & software troubleshooting

Microsoft Office

Education

CompTIA A+ / Network+ certification

Technical training / coursework

Job description

JOB SUMMARY:

The Help Desk Technician is part of a team that delivers excellent IT service and support by phone, in-person and through remote support tools to staff throughout ICL's locations in the New York City area.

ESSENTIAL JOB FUNCTIONS:

1. Provide tier 1 and 2 helpdesk support by phone, online and in-person through visits to NYC area locations.
2. Follow established procedures to resolve common IT support requests.
3. Provision and prepare IT equipment for staff.
4. Maintain IT records, including asset management.
5. Perform standard Active Directory management tasks.
6. Assist with the development of and adherence to IT policies and procedures.
7. Participate in on-call after-hours rotation schedule.
8. Work with users to elicit the objectives behind their request and provide great customer service.
9. Maintain a clean and well-organized work environment.
10. Stay current with technology trends and continuously develop technical skills.
11. Work on tasks and projects as assigned by supervisor.

EXPERIENCE:

1. Provide exceptional customer service.
2. Using Microsoft Windows and Office.
3. Performing basic hardware and software installation and troubleshooting
4. Collaborating with a team.
5. Utilizing strong written and verbal communications

QUALIFICATIONS:

1. CompTIA A+, Network + or other technical trade certification.
2. Prior technical training, education, or course work