Junior Help Desk Technician

New York City Housing Development Corporation•New York, NY

3d•$60,000 - $75,000•Onsite

About The Position

The Junior Help Desk Technician will be responsible for providing a wide variety of IT assistance to users. This includes responding to calls, documenting service tickets, and providing basic troubleshooting for desktops, laptops, mobile devices and conference room AV equipment. We are looking for a detail-oriented person with strong customer service skills.

Requirements

Associate degree and at least 1 year of IT experience
1-3 years of related IT experience
Minimum one-year experience working with IT equipment
Excellent troubleshooting skills: ability to effectively assist users, resolve issues and escalate as necessary
Experience configuring and troubleshooting Microsoft Windows
Experience in troubleshooting desktop and mobile device issues
Demonstrated problem-solving abilities
Strong communications, organizational and interpersonal skills
Demonstrated ability to work independently and as part of a team
Ability to work in a fast-paced environment and demonstrate grace under pressure
Ability to work effectively in a team environment. Display effective communication and coordinate with all team members, due to the unpredictable nature of Helpdesk work

Nice To Haves

IT Certifications applicable to desktop and mobile computer support
Advanced knowledge of Microsoft Office and Mobile technology
Experience with Windows 11, Active Directory and Entra ID, Adobe Acrobat Pro
Experience troubleshooting conference room AV, particularly Polycom devices

Responsibilities

Responds to end-user requests for technical assistance by phone, email, or ticketing system.
Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
Collects information about problems and leads users through diagnostic procedures to determine sources of errors, determines whether problems are caused by hardware or software and then dispatches trouble tickets to IT staff detailing all necessary information and response priority. Logs and tracks issues using the Helpdesk software, and determine incident type, priority, and category for each issue.
Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
Escalates problems to appropriate levels or teams to achieve issue resolution.
Configure, ship, and track all new hire equipment for onboarding new employees and ensure proper collection of assets upon employee departures; maintain inventory of all employee-issued assets.
May support installs or upgrades of software or devices, set up user profiles, or reset passwords.
Assist with copier and printer maintenance.
Assist with conference room AV equipment support and maintenance.
Coordinate with vendors for hardware repairs and warranty services.
Support for specific systems, related software deployments, or IT projects as needed.
Provide any additional operational support that the company deems necessary.