Help Desk Technician
About The Position
Mohawk Global Logistics is a 300+ person team of logistics and trade specialists dedicated to fulfilling the supply chain needs of our customers with a strong emphasis on customs brokerage, domestic and international transportation, trade compliance, education, and consulting. Our business practices are driven and exhibited daily by our three core values: to ENRICH purposefully, to CARE personally and to DELIVER professionally. We pride ourselves in being a highly employee-centric organization that truly puts our people (and customers) first! At Mohawk, these aren’t just words, they are a demonstrable value that we put into action by our behaviors each day. We have been certified as a “Great Place To Work” for the past twelve years…see what our greatest assets, our people, have to say about us here: Mohawk Global is currently seeking a Help Desk Technician for our Syracuse, NY office. The Help Desk Technician will be responsible for providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The successful individual must be a quick learner with an ability to work autonomously and with minimal supervision. This position requires a customer service-oriented disposition and a demonstrated approach at being proactive in anticipating technical problems and resolving them over the phone, instant messaging platforms and in-person.
Requirements
- 1-2+ years of work experience as an IT Help Desk Technician required
- Excellent customer services skills
- Knowledge of help desk ticketing systems, Windows operating systems, mobile devices (i.e. iPhone and Android), inventory control and Endpoint Security Software
- Strong working knowledge of Microsoft Office suite products (Word, Excel, etc.) as well as MS Teams
- Ability to identify, document and promptly troubleshoot user workstation failures in a fast-paced, real-time environment
- Ability to develop, write and implement system applications procedures or documentation that provide direction and support to company employees and management
Nice To Haves
- Associates degree in Information Technology, Computer Information Systems or other related discipline preferred
- Experience working for a medium-sized organization with a multi-office structure preferred
Responsibilities
- Deploy PCs for refreshes and new employees
- Maintain IT asset inventory for the organization
- Promptly respond to help desk ticket system requests, emails and MS Teams messages from internal staff seeking technical support
- Install, configure and repair computer hardware and software
- Guide and support users through problem solving processes
- Escalate complex issues if/when appropriate
- Identify recurring issues and notify the IT team so that errors can be resolved
- Notify users of outstanding/prolonged technical issues and cyber security vulnerabilities via company-wide email correspondence
- Compose periodic newsletter-type emails regarding relevant technical and semi-technical topics
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
