Helpdesk Services Specialist Tier I

Empire State•New York, NY

2d•$65,000 - $70,000•Onsite

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. Strong troubleshooting skills a must. Should be able to communicate clearly (written & verbal), work well under pressure and capable of prioritizing assignments.

Requirements

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
All other ESD supported applications

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.
Extensive experience with desktop hardware, software applications, operating systems, and networking connectivity.
Assists end-users in developing working knowledge of systems running on LAN.
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.
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.