IT Help Desk Administrator

UBA America; New York (NY); On-site; USD 42,000 - 68,000; Full time

Job summary

UBA America is seeking a proactive IT Helpdesk specialist to support end-users, troubleshoot hardware/software, and ensure smooth IT operations in our environment. You will handle setup and configuration of devices, collaborate with cybersecurity for secure networks, and maintain documentation.

Ideal candidates have strong problem-solving, customer service, and technical skills across/macOS and Windows, with AD knowledge and certifications considered a plus.

Qualifications

• Proven experience as IT helpdesk specialist or in a similar role.
• Strong knowledge of macOS and/or Windows OS including Active Directory.
• Familiarity with networking principles and protocols.
• Excellent troubleshooting and problem-solving skills.
• Solid understanding of computer hardware, software, and peripherals.
• Certifications (e.g., CompTIA A+, Network+, Security+, CCNA) are a plus.

Responsibilities

• Respond to and resolve user inquiries and issues related to hardware, software, and network systems.
• Provide timely and effective technical support via phone, email, or in-person, ensuring a high level of customer satisfaction.
• Assist users in resolving hardware, software, and network-related issues.
• Assist users with the setup, installation, and configuration of computers, peripherals, and software applications.
• Diagnose and resolve hardware and software problems promptly, minimizing downtime.
• Perform hardware upgrades and replacements as needed.
• Assist with the setup, configuration, and deployment of desktops, mobile devices, and other hardware.
• Coordinate with vendors for hardware repairs and replacements.
• Maintain and troubleshoot network connectivity issues.
• Configure and manage routers, switches, and other networking equipment.
• Collaborate with the cybersecurity team to ensure secure network infrastructure.
• Conduct routine system maintenance tasks, including updates, patches, and security configurations.
• Monitor IT infrastructure to ensure optimal performance and address potential issues.
• Perform regular backups and data recovery procedures.
• Assist users with password resets and account-related issues.
• Manage user accounts, permissions, and access rights.
• Create and maintain comprehensive documentation of IT processes and guides.
• Keep accurate records of support requests, resolutions, and inventory.

Skills

macOS/Windows

Active Directory

Networking principles

Troubleshooting

Hardware & peripherals

Communication skills

IT certifications

Education

BSc in IT/CS

Job description

We are seeking a highly motivated and skilled IT Helpdesk person to join our dynamic team. The ideal candidate should possess a strong technical background, excellent problem-solving skills, and exceptional customer service abilities. The IT helpdesk person will be responsible for providing technical assistance to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of our organization's IT infrastructure.

ESSENTIAL FUNCTIONS & ACCOUNTABILITIES

End-User Support

Respond to and resolve user inquiries and issues related to hardware, software, and network systems.

• Provide timely and effective technical support via phone, email, or in-person, ensuring a high level of customer satisfaction.
• Assist users in resolving hardware, software, and network-related issues.
• Assist users with the setup, installation, and configuration of computers, peripherals, and software applications.

Troubleshooting and Issue Resolution

• Diagnose and resolve hardware and software problems promptly, minimizing downtime and disruption to daily operations.
• Perform hardware upgrades and replacements as needed.
• Assist with the setup, configuration, and deployment of desktops, mobile phones, laptops, and other hardware.
• Coordinate with vendors for hardware repairs and replacements.

Network Support

• Assist in maintaining and troubleshooting network connectivity issues.
• Configure and manage routers, switches, and other networking equipment when required.
• Collaborate with the cybersecurity team to ensure a secure and efficient network infrastructure.

System Maintenance

• Conduct routine system maintenance tasks, including updates, patches, and security configurations.
• Monitor IT infrastructure to ensure optimal performance and proactively address potential issues.
• Perform regular backups and data recovery procedures.

Password Resets and Account Management

• Assist users with password resets and account-related issues.
• Manage user accounts, permissions, and access rights.

Documentation

• Create and maintain comprehensive documentation of IT processes, procedures, and user guides.
• Keep accurate records of support requests, resolutions, and hardware/software inventory.
• Create user guides and knowledge base articles to facilitate self-help for end-users.

Security and Compliance

• Implement and enforce IT security policies to safeguard company data and systems.
• Stay informed about the latest security threats and collaborate with the security team to implement preventive measures.

Collaboration and Training

Collaborate with other IT professionals and departments to enhance overall IT functionality.

Provide training to end-users on IT best practices and the use of hardware/software.

Others

• Assist with System End of Day processes when required.
• Any other tasks the bank may assign.

MINIMUM QUALIFICATIONS & SKILLS

• Proven experience as an IT helpdesk specialist or in a similar role.
• Strong knowledge of macOS and/or Windows operating systems including Active Directory.
• Familiarity with networking principles and protocols.
• Excellent troubleshooting and problem-solving skills.
• Solid understanding of computer hardware, software, and peripherals.
• Effective communication and interpersonal skills.
• Relevant certifications (e.g., CompTIA A+, Network+, or Security+, Cisco Certified Network Associate (CCNA)) are a plus.

Education

Bachelor’s degree in information technology, Computer Science, or a related field is preferred.

Join our team and contribute to creating a seamless and efficient IT environment that empowers our organization to achieve its goals.

UBA America is an Equal Opportunity Employer