Position: Helpdesk Support
Location: New York (5 days onsite)
Yrs of Exp: 1-4yrs
Must have: Mac OS, JAMF
Responsibilities
· Provide first-level support to users experiencing issues with software, hardware, network connectivity, and IT systems, with a particular focus on the Microsoft Office environment (including Office 365). Troubleshoot and resolve incidents via phone, email, or in-person, logging all actions in the helpdesk ticketing system
· Diagnose technical problems, resolve incidents, and escalate issues when necessary. Perform root cause analysis and apply solutions to prevent future occurrences
· Handle user access requests, password resets, and permissions within various IT systems, following security protocols to ensure data integrity
· Assist with the installation, configuration, and maintenance of computers, software applications (including Zoom and Slack for collaboration), printers, and other peripherals. Coordinate hardware replacement or repair as needed
· Maintain detailed records of support requests, actions taken, and final outcomes. Update and maintain user guides, FAQs, and knowledge base documentation for common technical issues
· Identify and address potential technical issues before they impact users, perform routine maintenance on IT systems, and monitor IT infrastructure health
· Foster positive relationships with end-users, maintain a friendly and professional demeanor, and strive to provide the highest level of service satisfaction
· Work with other IT support teams and departments to resolve complex technical issues and provide feedback on potential areas of improvement in systems or processes
Qualifications
· Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred. Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus
· 1-3 years of experience in a helpdesk or technical support role. Experience supporting the Microsoft Office environment (including Office 365), Zoom, and Slack is highly preferred
· Familiarity with Microsoft Windows environments, Office 365, Zoom, Slack, basic networking concepts, and common IT support tools. Knowledge of ticketing systems (e.g., ServiceNow, JIRA) is advantageous
· Strong communication skills, customer service orientation, patience, and ability to work under pressure. Strong analytical and problem-solving abilities
· Flexibility to work in shifts or be on-call for emergency support, as needed
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