Sr. Help Desk Technician

cb20, Inc; Town of Malone (NY); On-site; USD 42,000 - 65,000; Full time

Job summary

cb20, Inc is seeking a Help Desk Technician to provide Tier 1 and Tier 2 support to end users. You will diagnose, resolve, and document issues, with remote and on-site assistance as needed to keep users productive.

The role requires an Associate degree in Computer Science or equivalent, 2–5 years IT experience, and ideally CompTIA A+ certification. You will document tickets, escalate when necessary, and maintain professional customer service across all interactions.

Qualifications

• Associates degree in Computer Science or equivalent experience.
• CompTIA A+ certification is preferred.
• 2–5 years of IT experience required.

Responsibilities

• Provide Tier 1 and Tier 2 technical support to end users.
• Respond via phone, chat, email, or tickets.
• Document information in ticketing system.
• Configure and install software on end-user devices.
• Troubleshoot and resolve hardware and software issues.
• Escalate issues as needed.

Skills

Customer service

Troubleshooting

Problem solving

Communication

Education

Associates degree in Computer Science

CompTIA A+ Certification

Job description

Summary

As a Help Desk Technician, you will take direction from a cb20 customer and provide Tier 1 and Tier 2 support to the customer's end users. The role is responsible for providing customers with technical support, remotely and/or on-site, so that they can complete the core and essential duties of their roles with functional, required equipment. The Help Desk Technician will review, triage, and resolve user tickets, escalating as necessary; and should be able to explain features of technical products, answer questions about installation, configuration, upgrades, customization, and usage of technical equipment. A Help Desk Technician applies basic diagnostic techniques to identify problems, investigate causes, recommend solutions to correct common failures, and upscale complex problems when required. Providing an elevated level of professionalism and day-to-day customer service is essential to the role. The Help Desk Technician will take direction from a cb20 customer and site to site travel may be required.

Duties and Responsibilities

• Perform customer support to clients via telephone, chat, email support, or tickets.

• Document all pertinent end user information in ticketing system.

• Triaging and providing issue resolutions to customers.

• Provide support for users utilizing laptops, workstations, desktops, iOS, and Android devices.

• Provide connectivity support for user’s devices.

• Configure and install software for end user devices such as laptops, workstations, and tablets.

• Support the systems and networks of customers.

• Provide exemplary customer service.

• Perform customer call backs as required.

• Using problem-solving and people skills to ensure swift resolutions to technical issues.

• Troubleshooting, and diagnosing error messages and failures.

• Provide Tier 1 and Tier 2 support.

• Ensure system backups are completed.

• Create and maintain client and support documentation

• Effectively manage length of calls, handle time, and after call work.

Qualifications Requirements/Job Specifications

Education: Associates degree in Computer Science OR equivalent combination of education and work experience. Desired: CompTIA A+ Certification.

Experience: 2-5 years of IT experience.

Working time: Monday - Friday; normal business hours. 35+ hours/week. All other times as defined by the demands of the customers and department’s needs.

Lifting: Typically, no lifting more than 25 lbs.