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Help Desk Specialist Jobs

Company

WSN

Address New York City Metropolitan Area, United States
Employment type FULL_TIME
Salary
Category Business Consulting and Services
Expires 2023-07-02
Posted at 9 months ago
Job Description

WSN is seeking a highly motivated and customer-focused Level 2 Helpdesk Support Specialist to join our Technology Services team. The ideal candidate will have excellent people and communication skills and a strong technical background.


This role will be required to be in the office 4 days per week in the NYC office


Responsibilities include:

  • Administering users in Active Directory and applications
  • Create and maintain support documentation
  • Document customer interactions and issues in our ticketing system
  • Instructing users on technology best practices
  • Monitoring systems and processes
  • Identify and recommend solutions to improve customer satisfaction and reduce support calls
  • Respond to and resolve customer inquiries and issues via phone, email, and in-person
  • Provide exceptional customer service and maintain a positive attitude in a timely and professional manner
  • Escalate and forward more complex issues to the appropriate IT team
  • Coordinating with vendors to purchase, deploy, and RMA hardware
  • Handle escalations from Level 1 support and provide technical assistance to customers and end-users
  • Collaborate with other teams to resolve complex issues and implement new systems and technologies

Qualifications

  • IPads
  • Collaboration and meeting room technology
  • PC applications, including Office 365
  • VOIP telephones
  • The successful candidate must be a team player with strong customer service and communication skills
  • Strong knowledge of desktop/laptop hardware and BIOS upgrades
  • Microsoft Windows
  • Strong understanding of help desk functions and technical support experience
  • IPhones
  • Application packaging experience is a plus
  • Strong knowledge of Windows 10, Windows 11, iPhones, iOS and general productivity applications
  • Meeting room video conferencing
  • Network connectivity, including Wi-Fi
  • Laptop PCs
  • Must be able to lift desktops, laptops, monitors, printers, and other IT-related equipment
  • VPN and Citrix remote access
  • Mobile devices and associated apps
  • Zoom and Microsoft Teams meetings
  • Strong technical knowledge of:
  • Networking knowledge (TCP/IP, DHCP, DNS, Wireless)
  • Knowledge and understanding of Microsoft Active Directory
  • Deep understanding of the Windows operating system is a plus
  • 4-6 years of experience in Desktop support
  • Strong technical skills and knowledge of hardware, software, and network systems

Personal Attributes

  • Working independently and as a member of a worldwide support team
  • Excellent people and communication skills and a passion for exceptional customer service
  • Excellent analytical and problem-solving skills
  • Flexibility working in a fast-paced, high-expectations environment
  • Eager to learn new technologies and applications, and ability to absorb new topics quickly
  • Pays extreme attention to details
  • Ability to work well under pressure and handle multiple tasks simultaneously
  • Excellent analytical and problem-solving skills
  • Ability to prioritize and manage time effectively
  • Highly self-motivated and passionate about technology and people
  • Excellent listening, interpersonal, written, and oral communication skills

Education

A Bachelor's degree in Computer Science, Management Information Systems, or a related field (and/or equivalent experience). IT certifications a plus (ex. CompTIA A+, CompTIA Network+, Microsoft MTA, etc.)