Service Desk Technician

Five Rivers IT, Inc; Fair Lawn (NJ); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Vacation time

401k after 1 year

Job summary

Five Rivers IT, Inc is seeking a Service Desk Technician to join our NYC metro-area team from our Fair Lawn, NJ office. You will provide frontline IT support, resolve incidents, and help improve service quality for clients.

The role emphasizes quick problem-solving and professional customer interactions, with a focus on reliable tech service. You will handle user accounts, remote troubleshooting, and contribute to SOP updates while working in a local office setting with a strong client-service

Qualifications

• Prior IT or customer service experience.
• Ability to build rapport with clients.
• Strong troubleshooting and critical thinking.
• Positive and professional demeanor.

Responsibilities

• Provide initial contact and incident resolution for hardware, software, and applications.
• Attempt to resolve as many incidents during the first call as possible.
• Document incident resolution and status in PSA tool.
• Provide day-to-day support for localized PC issues.
• Create and manage user accounts and provide remote troubleshooting support to customers.
• Provide input and update to standard operating procedures.
• Participate in the organization's change management process.
• Communicate and escalate issues with sound judgment and self-initiative.
• Provide polite and friendly customer service.

Skills

IT Experience

Customer service

Troubleshooting

Professional demeanor

Tools

PSA tool

Job description

Service Desk Technician

At Five Rivers IT, we build and service reliable IT infrastructures for midsized businesses. Five Rivers IT has been growing at a consistent rate of 30% a year for the last 3 years.

We are in search of a Service DeskSupport Technician to join the dynamic team of professionals providing world-class IT services to its clients in the NYC metro area. This is a great opportunity for a self-starter with a proven track record to develop, implement, and support various initiatives in the area of IT Support.

Responsibilities:

• Provide initialcontact and incident resolution to customers with hardware, software, and application problems.
• Attempt to resolve as many incidents during the first call as possible.
• Document incident resolution and status in incident PSA tool.
• Provide day-to-day support for localized PC issues.
• Create and manage user accounts and provide remote troubleshooting support to customers.
• Provide input and update to standard operating procedures.
• Participate in the organization'schange management process.
• communicating and escalating issues using sound judgment and self-initiative.
• Provide polite and friendly customer service.

Qualifications:

• Previous experience in IT, customer service, or other related fields
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor

Other Details about the Job

• Benefits are offered such as medical/dental/vision insurance and vacation time. 401k will be obtained as a benefit after 1 full year of service.
• You will be placed at our Fair Lawn, NJ office. Please do not apply if you are not local or are not willing to relocate.
• Compensation for Service Desk Technician will range from $40,000 to $50,000 based on experience, if your experience falls outside required ranges compensation may be based on other open roles.