Sr. Help Desk Technician

cb20•Town of Malone, NY

18d•$28 - $33

About The Position

As a Help Desk Technician, you will take direction from a cb20 customer and provide Tier 1 and Tier 2 support to the customer's end users. You will provide technical support remotely and/or on-site so customers can perform the core and essential duties of their roles with functional, required equipment. You will review, triage, and resolve user tickets, escalating issues as necessary, and explain technical product features and answer questions about installation, configuration, upgrades, customization, and use of technical equipment. The role involves using basic diagnostic techniques to identify problems, investigate causes, recommend solutions for common failures, and escalate complex problems. Professionalism and day-to-day customer service are essential. Site-to-site travel may be required.

Requirements

Associate degree in Computer Science or an equivalent combination of education and work experience.
2–5 years of IT experience.

Nice To Haves

CompTIA A+ Certification.

Responsibilities

Provide customer support by telephone, chat, email, or tickets.
Document pertinent end-user information in the ticketing system.
Triage customer issues and provide resolutions.
Support users with laptops, workstations, desktops, iOS devices, and Android devices.
Provide connectivity support for user devices.
Configure and install software on end-user devices, including laptops, workstations, and tablets.
Support customers’ systems and networks.
Provide exemplary customer service and perform customer callbacks as required.
Use problem-solving and interpersonal skills to resolve technical issues promptly.
Troubleshoot and diagnose error messages and failures.
Provide Tier 1 and Tier 2 support.
Ensure system backups are completed.
Create and maintain client and support documentation.
Manage call length, handling time, and after-call work effectively.