IT Specialist

Jobskey Search and Selection; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology services firm is seeking a highly motivated Level 2 Helpdesk Support Specialist in New York. This role requires strong people skills and technical expertise, primarily in customer support for network and application issues. The ideal candidate has 4-6 years in desktop support and must be willing to work in-office 4 days a week. Responsibilities include resolving inquiries, escalating issues, and maintaining documentation. Qualifications include a Bachelor's degree in Computer Science and proficiency in key technologies. This position offers a dynamic work environment with opportunities for growth.

Qualifications

• 4-6 years of experience in Desktop support.
• Strong knowledge of technical support and help desk functions.
• Ability to lift IT equipment such as desktops and monitors.

Responsibilities

• Respond to and resolve customer inquiries via phone and email.
• Handle escalations from Level 1 support.
• Document interactions in the ticketing system.
• Provide exceptional customer service.
• Collaborate with teams to implement new technologies.

Skills

Customer service

Communication skills

Technical support

Analytical skills

Flexibility

Education

Bachelor's degree in Computer Science or related field

Tools

Microsoft Windows

Office 365

Zoom

Microsoft Teams

Active Directory

Job description

Job Summary

We are seeking a highly motivated and customer-focused Level 2 Helpdesk Support Specialist to join our Technology Services team. The ideal candidate will have excellent people and communication skills and a strong technical background. This role will be required to be in the office 4 days per week.

Responsibilities

• Respond to and resolve customer inquiries and issues via phone, email, and in-person
• Handle escalations from Level 1 support and provide technical assistance to customers and end-users
• Document customer interactions and issues in our ticketing system
• Escalate and forward more complex issues to the appropriate IT team
• Provide exceptional customer service and maintain a positive attitude in a timely and professional manner
• Identify and recommend solutions to improve customer satisfaction and reduce support calls
• Collaborate with other teams to resolve complex issues and implement new systems and technologies
• Create and maintain support documentation
• Monitoring systems and processes
• Administering users in Active Directory and applications
• Coordinating with vendors to purchase, deploy, and RMA hardware
• Instructing users on technology best practices

Qualifications

• 4-6 years of experience in Desktop support
• The successful candidate must be a team player with strong customer service and communication skills

Strong technical knowledge

• Microsoft Windows
• PC applications, including Office 365
• Network connectivity, including Wi-Fi
• Mobile devices and associated apps
• Collaboration and meeting room technology
• Zoom and Microsoft Teams meetings
• VPN and Citrix remote access
• VOIP telephones
• Strong technical skills and knowledge of hardware, software, and network systems
• Deep understanding of the Windows operating system is a plus
• Application packaging experience is a plus
• Strong understanding of help desk functions and technical support experience
• Strong knowledge of desktop/laptop hardware and BIOS upgrades
• Strong knowledge of Windows 10, Windows 11, iPhones, iOS and general productivity applications
• Networking knowledge (TCP/IP, DHCP, DNS, Wireless)
• Must be able to lift desktops, laptops, monitors, printers, and other IT-related equipment
• Knowledge and understanding of Microsoft Active Directory

Personal Attributes

• Excellent people and communication skills and a passion for exceptional customer service
• Excellent analytical and problem-solving skills
• Flexibility working in a fast-paced, high-expectations environment
• Ability to work well under pressure and handle multiple tasks simultaneously
• Working independently and as a member of a worldwide support team
• Excellent listening, interpersonal, written, and oral communication skills
• Highly self-motivated and passionate about technology and people
• Ability to prioritize and manage time effectively
• Eager to learn new technologies and applications, and ability to absorb new topics quickly

Education

• A Bachelors degree in Computer Science, Management Information Systems, or a related field (and/or equivalent experience).