Helpdesk Services Specialist Tier I

Empire State•New York, NY

1d•Hybrid

About The Position

Provide end users with all hardware and software technical support in a timely and courteous manner; while identifying, researching, and resolving computer problems. This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy. Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation.

Requirements

Applicants MUST submit a cover letter with resume to be considered.
Strong troubleshooting skills a must.
Should be able to communicate clearly (written & verbal), work well under pressure and capable of prioritizing assignments.
Knowledgeable in VDI (Virtual Desktop Infrastructure)
Extensive experience with desktop hardware, software applications, operating systems, and networking connectivity.
Assists end-users in developing working knowledge of systems running on LAN.
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 are necessary.
Strong work ethic and attention to detail.
Minimum 4+ years customer service experience, including phone support in a fast-paced environment.
Helpdesk Solution.
O365.
MS Windows 10+.
Mac iOS.
MS Office 2016+.
Adobe Cloud Suite.
Kofax PDF Software.
iOS Mobile device Applications & firmware.
Web-based video conferencing tools.
Microsoft Windows.
Mobile Devices.
Outstanding telephone etiquette.
Advanced computer skills.
Ability to multi-task and prioritize duties.
Analytical and active listening skills to properly decipher user issues.
Customer-friendly attitude.

Nice To Haves

VDI knowledge a plus.

Responsibilities

Assisting all staff via phone, email, and Helpdesk ticketing solution in a courteous and efficient matter.
Maintain helpdesk coverage; user follow-ups; and managing daily tickets assigned.
Maintain advanced knowledge of ESD's standardized software applications to assist in problem resolution and needs assessment.
Support end-users with remote access on desktops/laptops and mobile devices across platforms.
Prepare SOPs and user instructions as needed.
Point person for all mobile and wireless devices including set-up, deployment, and user support.
User support and setup of Click Share/laptops for Zoom/WebEx webinars and conferences.
Coordinate onboarding, offboarding, moves and changes with Administrative Services as needed.
Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment; and liaise with third-party support and PC equipment vendors.
Assist end-users in developing working knowledge of all solutions.
Train and conduct new-user orientations on both hardware and software.
Support all users with remote and mobile/wireless device needs.
Coordinate onboarding, offboarding, moves and changes as requested by supervisor.
Perform tasks and functions as required by manager and directors.
Perform other tasks and services needed by the end-user community, such as lifting, moving, boxing, and unboxing of equipment.
Occasional travel to the various ESD offices may be required.