Helpdesk Services Specialist Tier I

Socket.dev; New York (NY); Hybrid; USD 65,000 - 70,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

Socket.dev in New York, NY seeks an IT Helpdesk Support Specialist for in-person service with possible hybrid schedules. You will assist staff via phone, email, and tickets, maintain ticket workflows, and support remote access across desktops, laptops, and mobile devices.

The role requires 4+ years of customer service experience and strong communication, analytical and problem-solving skills, plus proficiency with O365, Windows, Mac/iOS, and videoconferencing tools.

Qualifications

• Strong verbal and written communication; excellent analytical and problem-solving skills; ability to work independently remotely; a team player; professional telephone etiquette and interpersonal skills; strong work ethic and attention to detail.
• Minimum 4+ years customer service experience, including phone support in a fast-paced environment.
• Knowledge of standard helpdesk and collaboration tools (O365, Windows, Mac/iOS, videoconferencing) and ability to learn new systems.

Responsibilities

• Assist staff via phone, email, and Helpdesk tickets in a courteous manner.
• Maintain helpdesk coverage, follow-ups, and daily ticket management.
• Maintain knowledge of ESD's software to aid resolution and needs assessment.
• Support end-users with remote access on desktops, laptops, and mobile devices.
• Coordinate onboarding, moves, and changes with Administrative Services as needed.
• Collaborate with LAN technicians and vendors to ensure efficient operations.
• Train new users and prepare SOPs as needed.
• Occasional travel to ESD offices may be required.

Skills

Strong communication

Analytical thinking

Problem-solving

Remote work

Team player

Telephone etiquette

Multitasking

Tools

O365

MS Windows 10+

Mac iOS

MS Office 2016+

Adobe Cloud Suite

Kofax PDF

Video conferencing tools

VDI

Helpdesk Solution

Job description

*Applicants MUST submit a cover letter with resume to be considered.

*This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.

*Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation.

BASIC FUNCTION:

Provide end users with all hardware and software technical support in a timely and courteous manner; while identifying, researching, and resolving computer problems. Strong troubleshooting skills a must. Should be able to communicate clearly (written & verbal), work well under pressure and capable of prioritizing assignments.

WORK PERFORMED:

• Assisting all staff via phone, email, and Helpdesk ticketing solution in a courteous and efficient matter.
• Maintain helpdesk coverage; user follow-ups; and managing daily tickets assigned.
• Maintain advanced knowledge of ESD's standardized software applications to assist in problem resolution and needs assessment.
• Support end-users with remote access on desktops/laptops and mobile devices across platforms.
• Knowledgeable in VDI (Virtual Desktop Infrastructure)
• Extensive experience with desktop hardware, software applications, operating systems, and networking connectivity (See Knowledge Required).
• Assists end-users in developing working knowledge of systems running on LAN.
• Prepare SOPs and user instructions as needed.
• Support end-users with remote access on desktops/laptops and mobile devices across platforms.
• Ability to train and conduct new-user orientations on both hardware and software as requested.
• Point person for all mobile and wireless devices including set-up, deployment, and user support.
• User support and setup of Click Share/laptops for Zoom/WebEx webinars and conferences.
• Coordinate onboarding, offboarding, moves and changes with Administrative Services as needed.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment; and liaise with third-party support and PC equipment vendors.
• Knowledgeable in VDI and assist end-users in developing working knowledge of all solutions.
• Ability to train and conduct new-user orientations on both hardware and software.
• Support all users with remote and mobile/wireless device needs.
• User support and setup of Click Share/laptops for Zoom/WebEx webinars and conferences.
• Coordinate onboarding, offboarding, moves and changes as requested by supervisor.
• Perform tasks and functions as required by manager and directors.
• Perform other tasks and services needed by the end-user community, such as lifting, moving, boxing, and unboxing of equipment.
• Occasional travel to the various ESD offices may be required.

MINIMUM REQUIREMENTS:

Education level required (education required for this position): Strongverbal and written communication; excellent analytical and problem-solving skills; ability to work independently remotely; a team player; professional telephone etiquette and interpersonal skills are necessary; and strong work ethic and attention to detail.

Relevant experience required: Minimum 4+ years customer service experience, including phone support in a fast-paced environment.

Knowledge required: Helpdesk Solution; O365; MS Windows 10+; Mac iOS; MS Office 2016+; Adobe Cloud Suite; Kofax PDF Software; iOS Mobile device Applications & firmware; Web-based video conferencing tools; Microsoft Windows; Mobile Devices, VDI knowledge a plus. Also, all other ESD supported applications.

General Comments: This is an IT helpdesk support position requiring outstanding telephone etiquette; advanced computer skills; and the ability to multi-task and prioritize duties. Individuals for this role must also possess analytical and active listening skills to properly decipher user issues. Customer-friendly attitude.

APPROXIMATE HIRING SALARY:

$65,000 to $70,000 (w/ comprehensive benefits package)

WE ARE AN EQUAL OPPORTUNITY EMPLOYER COMMITTED TO DIVERSITY

Alfred Robinson – Recruiter