I.T. Helpdesk Specialist II

First Legal Network LLC•New York, NY

3d•Onsite

About The Position

The IT Helpdesk Specialist II is responsible for assisting employees in providing technical support to when experiencing computer hardware and software issues. They respond to queries, isolate problems, troubleshoot issues, and implement solutions.

Requirements

Bachelors degree in computer science, information technology, or other technical field of study and a minimum of 3 years’ experience in a tier 2 help desk support role in a fast paced, multifaceted information technology department or equivalent combination of education, experience and equivalent related professional designations.
Demonstrate an ability to effectively partner with team members and end users to provide best in class service for all end users, hardware and software needs.
Champion for exceptional customer service in providing solutions to technological and operational issues and concerns for an entire enterprise system.
Successful track record in leading project-based work, ability to meet tight deadlines and prioritize competing demands based on needs assessments.
A commitment to excellence and to making a difference; results driven, improvement focused, and action-oriented self-starter who can handle various responsibilities simultaneously and proactively and continually look for a better way of doing things.

Responsibilities

Maintains a thorough understanding of all organizational standards, policies, procedures and guidelines.
Primary point of contact for all incoming help desk support tickets and IT Helpline calls.
Responsible for distributing and assigning help desk support tickets for the IT Department.
Provides Tier 2 Technical Support for all service-related calls received and escalates issues and concerns as needed.
May also participates as an after-hours support call center team member.
Provides general office support to the Information Technology Director and Manager with project as assigned.
Participates on committees, task forces, workgroups, and facilitates technology meetings and project groups as directed.
Develops and maintains an excellent working relationship with other departments, ensuring the information technology department is well received and presented professionally and positively.
Maintains a high-level confidentiality with regards to all internal, external matters and other material as deemed necessary.
Maintains knowledge on current technology by reading technology periodicals, evaluating new technologies and attending technical seminars and training sessions.