IT Help Desk

eMazzanti; Hoboken (NJ); On-site; USD 45,000 - 60,000; Full time

Job summary

eMazzanti in Hoboken, New Jersey, is seeking a Help Desk Support Technician to provide outstanding level 1 and level 2 support to its growing client base. Join a dynamic team focused on customer satisfaction and continuous learning in IT services.

The ideal candidate will demonstrate strong problem-solving and communication skills while effectively managing technical troubleshooting and customer service issues. A positive attitude and a dedication to maintaining client relationships are essential.

Qualifications

• Ability to understand and address customer technical issues over the phone or in person.
• Experience with troubleshooting via phone, email, and remote control.
• Competency in Microsoft Office 365 and other IT products/services.

Responsibilities

• Provide level 1 and level 2 help desk support.
• Monitor and troubleshoot customer accounts in a timely manner.
• Ensure customer satisfaction through effective communication.

Skills

Problem-solving

Customer service

Technical troubleshooting

Communication

Tools

Microsoft Office 365

Watchguard Firewalls

Job description

eMazzanti Technologies a leading provider of IT Services is looking to add to our eCare Managed Services team to provider level 1 and level 2 help desk support to expanding client base. We’re growing by double digits, offer opportunities for continuous learning about Microsoft Networks, firewall and endpoint security, Cloud computing, Office 365 and Azure. You’ll be part of a team that supports each other and works together to ensure customer satisfaction.

Job Requirements

• Understand and solve customer technical problems over the phone or in-person as needs warrant.
• Conduct analysis and troubleshooting via telephone, email and remote control for customer accounts in a timely fashion.
• Monitor and troubleshoot back up or other regularly scheduled client work.
• Work within a ticketing system to track and escalation customer problems.
• Maintain a positive phone demeanor and ensure customer satisfaction.
• Perform remote maintenance as needed.
• Other duties as assigned.
• Demonstrate competency in products and services as offered by the company such as Microsoft Office 365, Watchguard Firewalls, and others.
• Spot themes and proactively work to solve them.