Network Help Desk Support

Tri-Force Consulting Services, Inc.•New York, NY

29d•Onsite

About The Position

The Network Help Desk Support role is responsible for providing first-level technical assistance and troubleshooting for network-related issues. This position acts as the initial point of contact for users experiencing connectivity, hardware, software, or security problems. The ideal candidate has strong communication skills, a solid understanding of networking fundamentals, and a customer-focused mindset.

Requirements

Associate’s degree in IT, Computer Science, or related field (or equivalent experience).
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, LAN/WAN, VPN).
Experience with help desk ticketing systems (e.g., ServiceNow, Jira, Zendesk).
Strong problem-solving and communication skills.
Familiarity with Windows, macOS, and/or Linux environments.
Ability to multitask and work effectively under pressure.

Nice To Haves

CompTIA Network+, A+, or similar certifications.
Experience with routers, firewalls, switches, or wireless access points.
Prior experience in IT support or customer service.

Responsibilities

Provide first-line support for network issues via phone, email, chat, or ticketing system.
Diagnose and resolve basic network problems, including connectivity failures, login issues, and VPN troubleshooting.
Assist users with hardware and software configuration related to network access.
Monitor network alerts and escalate critical issues to Network Engineers or senior IT staff as necessary.
Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
Assist in maintaining network equipment inventories and updating documentation.
Ensure user problems are resolved promptly while meeting service-level agreements (SLAs).
Guide end-users on best practices for network security and proper usage.
Collaborate with IT teams to improve processes and preventive measures.

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