IT Technician

Talentify; Town of Florida (NY); On-site; USD 42,000 - 66,000; Full time

Job summary

Talentify in New York is seeking a Help Desk Specialist to provide technical assistance to computer users. You will answer questions, resolve issues, and support hardware and software in person, by phone, or electronically.

You will escalate unresolved queries, track problems, update records, and guide customers through solutions with strong service skills and clear communication. This role emphasizes teamwork, reliability, and proactive problem solving within a fast-paced environment.

Qualifications

• BS degree in Information Technology, Computer Science or equivalent.
• 3+ years’ experience in providing help desk support.
• Good communication skills and customer-focused mindset.
• Experience with help desk software and remote support tools.

Responsibilities

• Provide first level contact and resolutions to customer issues.
• Escalate unresolved queries to the next level.
• Track, route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving processes.
• Follow up with customers to ensure issues are resolved.
• Utilize strong customer service skills to exceed expectations.
• Ensure proper recording, documentation and closure.

Skills

Customer service

Communication skills

Troubleshooting

Multi-tasking

Problem solving

Education

BS in Information Technology/Computer Science

Tools

Help desk software

Databases

Remote control

Job description

Description

Position Overview: Provides technical assistance to computer users. Answers questions or resolves computer problems for clients in person, or via telephone or electronically. Provides assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Specific 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

Education and Experience

• 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

Competencies

• Customer Service: Demonstrates concern for meeting internal and customers’ needs in a manner that provides satisfaction for the customer within the resources that can be made available.
• Problem Solving Sills: Identifies problems, involves others in seeking solutions, conducts appropriate analysis, searches for best solutions; responds quickly to new challenges.
• Technical Proficiency: Must be able to apply the technical knowledge and skills required in order to achieve the expected outputs.
• Initiative: Does more than is required or expected in the job; does things that no one has requested that will improve or enhance services, or avoid problems. Plans ahead for upcoming problems or opportunities and takes action.
• Listening, Understanding, Responding: An effective and articulate communicator.

Work Environment

May work in a variety of environments including professional offices, clinics, hospitals, or out-patient facilities. They spend much of their time on their feet, actively working with patients.

Physical Demands

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.

Travel

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.