IT Support Specialist

RCA - Recovery Centers of America Management Company

Town of Florida (NY)

On-site

USD 52,000 - 66,000

Full time

13 hours ago

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Job summary

RCA - Recovery Centers of America Management Company in New York is seeking a capable Help Desk Technician to provide first-level IT support to staff, resolving hardware and software issues and guiding users through solutions. You will escalate unresolved problems, document actions, and maintain knowledge of systems, ensuring excellent customer service and timely problem resolution.

The role requires a BS in IT/CS or equivalent, 3+ years of help desk experience, strong communication, and

Qualifications

BS degree in Information Technology, Computer Science or equivalent.
3+ years’ working experience in providing help desk support.
Good communication skills.
Working knowledge of help desk software, databases and remote control.
Strong client-facing and communication skills.
Advanced troubleshooting and multi-tasking skill.

Responsibilities

Provides first level contact and convey resolutions to customer issues
Properly escalates unresolved queries to the next level of support
Tracks, routes and redirects problems to correct resources
Updates customer data and produces activity reports
Walks customers through problem solving process
Follows up with customers, provide feedback and see problems through to resolution
Utilizes excellent customer service skills and exceed customers’ expectations
Ensures proper recording, documentation and closure
Recommends procedure modifications or improvements