Tier I IT Helpdesk Specialist — End-User Support

Socket.dev; New York (NY); Hybrid; USD 65,000 - 70,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

Socket.dev in New York, NY seeks an IT Helpdesk Support Specialist for in-person service with possible hybrid schedules. You will assist staff via phone, email, and tickets, maintain ticket workflows, and support remote access across desktops, laptops, and mobile devices.

The role requires 4+ years of customer service experience and strong communication, analytical and problem-solving skills, plus proficiency with O365, Windows, Mac/iOS, and videoconferencing tools.

Qualifications

• Strong verbal and written communication; excellent analytical and problem-solving skills; ability to work independently remotely; a team player; professional telephone etiquette and interpersonal skills; strong work ethic and attention to detail.
• Minimum 4+ years customer service experience, including phone support in a fast-paced environment.
• Knowledge of standard helpdesk and collaboration tools (O365, Windows, Mac/iOS, videoconferencing) and ability to learn new systems.

Responsibilities

• Assist staff via phone, email, and Helpdesk tickets in a courteous manner.
• Maintain helpdesk coverage, follow-ups, and daily ticket management.
• Maintain knowledge of ESD's software to aid resolution and needs assessment.
• Support end-users with remote access on desktops, laptops, and mobile devices.
• Coordinate onboarding, moves, and changes with Administrative Services as needed.
• Collaborate with LAN technicians and vendors to ensure efficient operations.
• Train new users and prepare SOPs as needed.
• Occasional travel to ESD offices may be required.

Skills

Strong communication

Analytical thinking

Problem-solving

Remote work

Team player

Telephone etiquette

Multitasking

Tools

O365

MS Windows 10+

Mac iOS

MS Office 2016+

Adobe Cloud Suite

Kofax PDF

Video conferencing tools

VDI

Helpdesk Solution

Job description

Socket.dev in New York, NY seeks an IT Helpdesk Support Specialist for in-person service with possible hybrid schedules. You will assist staff via phone, email, and tickets, maintain ticket workflows, and support remote access across desktops, laptops, and mobile devices.

The role requires 4+ years of customer service experience and strong communication, analytical and problem-solving skills, plus proficiency with O365, Windows, Mac/iOS, and videoconferencing tools.