Helpdesk Technician Level 2

Top Prospect Group; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Top Prospect Group in Queens, NY is seeking a Tier 2 Helpdesk Technician to provide frontline technical support to staff, covering Windows, Mac, iOS and Android devices, printers, scanners, and network gear.

The role involves troubleshooting, remote assistance, ticketing in Jira, documentation in Confluence, and onboarding of security updates and patching while communicating clearly with non-technical users.

Qualifications

• CompTIA A+ certification required; other Microsoft certifications a plus.
• 2-4 years of hands-on technical support experience.
• Proficient with Microsoft Office products and O365 including calendaring and delegation.
• Experience with CMD in Windows environments.
• Familiar with remote support tools and ticketing practices.
• Experience with network, hardware, and security policies.

Responsibilities

• Provide technical support for Windows, Mac OS, iOS, and Android OS, printers, scanners, and network devices.
• Support Virtual PCs and Citrix or other virtual platforms.
• Create, modify, & close tickets in Jira; document issues in Confluence.
• Interact with users to troubleshoot and resolve network/server/hardware/software issues.
• Escalate tickets to System and Network Administrators as needed.
• Provide training for Microsoft Office O365 apps including Word, Excel, Outlook.
• Maintain security protections via patching and firmware updates.

Skills

CompTIA A+

Office 365

Active Directory

Citrix

Remote support

Mobile Device Management

Printer support

Education

Bachelor's degree in technical sciences

Tools

Jira

Confluence

Job description

C2H / 35-40hr / Queens, NY / Must Habve CompTIA A+

We are seeking a highly skilled Tier 2 level Helpdesk Technician to provide technical support and customer service to our staff members. The ideal candidate will have excellent interpersonal, oral, technical, and written communication skills, as well as the ability to extract information from end-users to resolve network, server, and computer-related hardware/software issues. Reporting to the Help Desk Manager, under general supervision, the Network Support Specialist will be responsible for but not limited to:

• Provide technical support for Windows, Mac OS, iOS, and Android OS, scanners, local and network devices, web, and IP cameras, tablets, printers, Bluetooth devices and more.
• Provide technical support for Virtual PCs, including 10zig workstations connected to Citrix and/or other virtual platforms.
• Create, modify, & close tickets as required using Jira for problem/issue tracking.
• Create documentation for guidance on break/fix issues using confluence.
• Interact, troubleshoot, and navigate within a network and server environment.
• Escalate tickets to System and Network Administrators as needed.
• Provide support and training for Microsoft Office O365 Suite including Word, Excel, Outlook email, calendaring, and delegation.
• Provide Support for Hardware and Software Installation, Maintenance and Licensing.
• Maintain Security Protections against vulnerabilities via Microsoft patching, application, and firmware updates.

Requirements

• CompTIA A+ certification Required; other Microsoft or equivalent certifications a plus.
• 2-4 years of experience providing hands-on technical support required.
• Proficient in supporting Microsoft Office products (Word, Excel, Outlook), Microsoft O365 including calendaring and delegation and Adobe Acrobat Required.
• Experience with and knowledge of the command line interface (CMD) for Windows operating systems required.
• Comfortable working with remote support tools to resolve customer issues required.
• Experienced with working in industry standard practices for implementing technology support, issue tracking via ticketing, hardware maintenance and security policies required.
• Proficient with local and network connected scan and printer devices, as well as other peripherals.
• Experience supporting a Mobile Device Management (MDM) solution and working with and knowledge of settings for Apple and Android smartphones required.
• Strong written and verbal communication skills with the ability to translate technical concepts to a non-technical audience required.
• 2- 4-year college degree, preferably a B.S. in a technical sciences or equivalent experience.
• Proficient with Microsoft Active Directory Domain Computers and Users, File Server, DNS, Printer Server, Security Group Memberships, Permissions, Remote, Citrix and Virtual Desktops.