Service Desk Technician L2

Covestic; New York (NY); On-site; USD 52,000 - 65,000; Full time

Job summary

Covestic is seeking a proactive Help Desk Technician to support PC and Mac environments in a fast-paced setting. You will handle complex issues across chat, ticket, and phone, assist with remote installations, and support mobile devices.

You will troubleshoot connectivity, authentication, and remote access problems, while engaging in multi-channel support, and collaborating with a team that values critical thinking and customer empathy.

Qualifications

• HS Diploma or GED is required.
• 2+ years of experience in a helpdesk role or similar.
• Strong interpersonal communication skills with a high degree of empathy are a must.
• Experience with Microsoft Outlook (Windows & Mac) and Outlook Web Access, and resolving complex problems.
• Experience supporting PCs and Windows OS in a commercial/enterprise environment is preferred.
• Experience with Microsoft Exchange, including Groups and permissions is key.
• Knowledge of Windows troubleshooting from registry to performance issues.
• Understanding of fault domain isolation and root-cause analysis.
• Experience resolving secure network access problems (digital certificates, client remote access) using Juniper or Cisco.
• Experience with video collaboration tools like Zoom/WebEx.
• Knowledge of supporting iOS and Android devices in enterprise environments.
• Working knowledge of Active Directory and basic AD administration.

Responsibilities

• Apply critical thinking to complex user requests and provide context to deliver fast solutions.
• Troubleshoot client-side network connectivity issues including authentication and remote access.
• Support user requests and performs remote installations as needed.
• Assist remote users with access problems from password resets to network access failures.
• Support messaging and calendaring services and content collaboration.
• Support issues with mobile devices.
• Lead in ticket processes and coach others when workflows are deficient.
• Attend weekly team syncs and drive actionable discussions.
• Display learning agility by seeking answers when challenged.
• Seek feedback from other Help Desk Technicians to improve support.
• Maintain awareness of team metrics and trends and take corrective actions.

Education

HS Diploma or GED

Tools

Microsoft Outlook

Microsoft Exchange

Active Directory

Zoom

WebEx

Job description

Would you like to work in a dynamic fast-moving environment that values social interaction as well as technical prowess? We pride ourselves on hiring bright, driven, enthusiastic Help Desk Technicians that have experience in supporting in primarily PC environments but can also handle a Mac equally well. Our workplace is where you will sharpen existing skills and develop new ones around new technology as it emerges. It is a bright, vibrant, challenging environment that leave you feeling like you've helped make an impact. We need people who can hold a conversation as well as resolve complex technical issues effectively and efficiently through multiple mediums (chat, ticket, phone). We want people for whom going over and above is second nature, who value the people behind the problems, and for whom technology is their passion. We want to deliver the best IT Help Desk experience in the world and if you think you are up to the challenge, read on.

• Apply critical thinking to complex user requests and provides as much context and information as possible to deliver the best solutions as quickly as possible
• Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi‑Fi and wired connectivity to the internal network
• Support user requests and performs remote installations as needed
• Assist remote users with access problems ranging from password resets to network access failures
• Support messaging & calendaring services and content collaboration
• Support issues with mobile devices
• Lead in ticket processes and provides coaching for other technicians when workflow deficiencies are identified Have deep understanding of defined team metrics, such as backlog, aging, effectiveness; this technician then takes actions based on the current trends in service
• Attend and participate in weekly team syncs by driving actionable discussions
• Display learning agility by actively seeking answers when technically challenged
• Seek feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements

Skills

• HS Diploma or GED
• 2+ years of experience in a helpdesk role or similar
• Strong interpersonal communication skills with a high degree of empathy is a must
• Complete understanding of Microsoft Outlook client (Windows & Mac) and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality
• Experience in supporting PCs and Windows OS in a commercial or enterprise environment is preferred
• Applied experience with Microsoft Exchange, including a firm understanding of Groups and permissions is key
• Comprehensive knowledge of Windows is a plus, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues
• Deep understanding of fault domain isolation, and root-cause analysis is essential for success in this role
• Proven experience resolving secure network access problems involving but not limited to digital certificate authentication and client remote access services, either using Juniper Networks or Cisco solutions
• Working knowledge of video collaboration, including tools like Zoom, WebEx, etc.
• Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment
• Working knowledge of Active Directory and basic AD administration