Help Desk Technician

Empire Merchants Metro • New York, NY

17h • $45,000 - $75,000 • Onsite

About The Position

Helpdesk Technician operating to provide broad-based support to Empire's user community. The position will encompass dynamic responsibilities, including support of existing systems, laptops, desktops, iPads, end-user applications, phones (virtual and physical), and Office 365. The selected individual will work closely with users and other IT professionals to ensure an excellent level of customer service.

Requirements

• 1+ year experience in providing user support
• Capable of working well with others.
• Ability to interact one-on-one to resolve users' issues.
• Ability to redirect problems to the appropriate resource.
• Strong organizational and time-management skills to manage multiple priorities in a fast-paced environment.
• Outstanding problem-solving skills

Responsibilities

• Respond to requests for technical assistance in person, via phone, or electronically.
• Diagnose and resolve technical hardware and software issues
• Research questions and problems using available information (online, books, etc.) resources.
• Follow Standard Help Desk Procedures.
• Log all Help Desk Interactions via ITSM
• Administer and use the ITSM tool to keep track of all incidents and service requests.
• Identify and escalate situations requiring urgent attention.
• Track and route requests and document resolutions.
• Prepare Activity Reports.
• Stay current with system information, changes, and updates.
• Proactively support the Empire Merchants user community.
• Ensure that any requests assigned are completed in a timely fashion. Escalate to immediate supervisor if assistance is needed.
• Knowledge of Microsoft Products (Windows 10, Windows 11, iOS, MS Office, and O365).
• Basic knowledge of Active Directory and Intune.
• Support 8x8 Call Center end-user phones and software.
• Ability to configure and support wireless devices (air cards, cell phones).
• Ability to remotely diagnose and resolve hardware, software, and communications issues.
• Prepare and maintain technical documentation.
• Interact with Empire Merchants vendors for support.

Benefits

• Salary Range: $45,000 - $75,000 plus annual bonus potential
• Monthly Automobile allowance, travel reimbursement
• 16 Observed Holidays, PTO, vacation accrual
• Health Plan options (medical, dental, vision, disability coverage, life insurance, parental leave, and other voluntary plans), 401K (with Company Contributions).
• Flexible Spending Account and Pre-Tax Transit Commuter Program, industry certifications (WSET), tuition reimbursement and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed