Service Desk Technician

Five Rivers IT, Inc.•Fair Lawn, NJ

3d•Onsite

About The Position

At Five Rivers IT, we build and service reliable IT infrastructures for midsized businesses. Five Rivers IT has been growing at a consistent rate of 30% a year for the last 3 years. We are in search of a Service Desk Support Technician to join the dynamic team of professionals providing world-class IT services to its clients in the NYC metro area. This is a great opportunity for a self-starter with a proven track record to develop, implement, and support various initiatives in the area of IT Support.

Requirements

Previous experience in IT, customer service, or other related fields
Ability to build rapport with clients
Strong troubleshooting and critical thinking skills
Positive and professional demeanor

Responsibilities

Provide initial contact and incident resolution to customers with hardware, software, and application problems.
Attempt to resolve as many incidents during the first call as possible.
Document incident resolution and status in incident PSA tool.
Provide day-to-day support for localized PC issues.
Create and manage user accounts and provide remote troubleshooting support to customers.
Provide input and update to standard operating procedures.
Participate in the organization's change management process.
communicating and escalating issues using sound judgment and self-initiative.
Provide polite and friendly customer service.