IT technician/Help Desk Technician

Ozkarservices; New York (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

Ozkar Services seeks a Help Desk Technician to deliver first-line technical support for clients, troubleshoot software and hardware issues, and manage tickets via ConnectWise and LabTech. You will assist with PC deployment, printers, and remote access tools, ensuring timely resolutions while maintaining strong customer service in a dynamic environment.

The role requires 1–2 years in IT support, excellent communication skills, and the ability to work on-call within a fast-paced team.

Qualifications

• Associate degree or current IT student; education may be substituted
• Entry level with 1-2 years of related field experience
• Strong customer service and verbal/written communication skills
• Ability to work independently and as part of a team
• Professional, self-motivated, and able to work in a fast-paced environment
• Willing to go above and beyond Ozkar Services mission
• On-call/on-standby availability
• Willingness to complete on-the-job or classroom training to stay current
• Experience with ConnectWise and LabTech ticketing/management
• Ability to multitask in a stressful office environment
• Technical certifications: CompTIA A+, CompTIA Network+, Microsoft MSCE, Cisco CAN

Responsibilities

• Help Desk or Service Desk experience
• Fundamental client network configuration and troubleshooting using TCP/IP
• Printer installation, maintenance, and troubleshooting
• Installation, management, and support of malware removal tools
• Maintenance and upgrades of desktops, thin clients, peripherals, laptops and the software
• Provide hardware and software support to external clients
• Working knowledge of Windows operating systems and Windows Server environments
• Experience with Active Directory administration and Microsoft Exchange
• Experience with remote connectivity tools like Citrix, VMware View, TeamViewer, VNC, and Microsoft RDP

Skills

Help Desk experience

TCP/IP networking

Printer troubleshooting

Malware removal tools

Windows Server/Windows OS

Active Directory

Microsoft Exchange

Remote connectivity tools

Multitasking under pressure

On-call readiness

Education

Associate degree or IT-related degree program

Tools

ConnectWise

LabTech

Job description

Job Description

Job Description

The Help Desk duties which may include, but are not limited to: Providing outstanding customer service for Tier 1 service requests, incidents, and problems reported by Clients. The Technician will troubleshoot and resolve technical and procedural issues in an efficient and timely fashion over the phone, in person and through remote connectivity software. Help requests will come from our clients through email, phone calls, or the help desk system. The Help Desk Technician will ensure that all Service Desk requests, incidents, and problems are entered into ticket tracking system with accurate, detailed information. This position is also responsible for procurement, issuance, tracking of new and/or replacement computers/peripheral devices for customers as needed, ensuring replacement device is working properly.

Must be able to work flexible hours with the understanding that workdays can be in excess of normal hours and some weekend and holiday work may be required.

Responsibilities:

• Help Desk or Service Desk experience
• Fundamental Client Network configuration and troubleshooting using TCP/IP over Ethernet, Wireless Networking and WAN
• Printer installation, maintenance, and troubleshooting
• Installation, management, and support of Malware removal tools (anti-virus, anti-spam)
• Maintenance and upgrades of desktop PCs, thin clients, peripherals, laptops and the software that they contain Provide hardware and software technical and procedural support to external clients
• Knowledge and hands‑on experience with the following: Operating Systems: Windows 2008/2012 Server, Windows XP/7, and Windows 8.1.
• Windows Server Activate Directory Experience (Create, Edit and Delete Users Accounts, Unlock Account, Group, Permissions)
• Microsoft Exchange Knowledge
• Working knowledge of remote connectivity technologies such as Citrix, VMware View, Team Viewer, VNC and Microsoft Remote Desktop

Required Experience and Qualifications:

• Associate’s degree or currently enrolled in a IT related degree program; experience may be substituted for education
• Entry Level with 1-2 years’ Experience in related field
• Effective customer service, and verbal and written communication skills Strong organizational and analyzing skills
• Ability to work independently and as part of a team
• Professional attitude, self‑motivated, strong work ethic and the ability to work in a fast‑paced and dynamic environment
• Be committed to Ozkar Services mission, and be willing to go above and beyond
• Ability to be “on call" and “on standby" in relation to the workload
• Ability to complete on-the-job and/or classroom training in order to remain competitive in Information Technology field.
• Working Knowledge on Ticketing System ConnectWise and Management Console LabTech
• Must be able to Multitask in stressful office environment
• Technical Certification Requirements: Comp-TIA A+, Comp-Tia Network +, Microsoft MSCE, Cisco CAN

Work Environment:

• Employee must be able to travel to other work sites as required
• Must be able to lift 75 lbs