Help Desk Support Technician

My client is a global leader in Foreign Policy!

This is a contract to hire opportunity, on-site in NYC.

We are looking for someone from a publishing, non profit or higher education company

Need Mac and PC experience.

An excellent Helpdesk Technician must have sufficient technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

Your goals will be to build value for clients that will help protect the company's character and business.

Responsibilities

• Serve as the first point of contact for customers exploring technical assistance over the phone or email

• Complete remote troubleshooting through diagnostic techniques and pertinent questions

• Discover the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Direct unsolved issues to the next level of support personnel

• Provide detailed information on IT products or services

• Record events and problems and their resolution in logs

• Follow-up and update customer status and information

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Identify and suggest possible improvements to procedures

Requirements

• Some experience as a help desk technician, desktop support or technology analyst

• Tech savvy with working knowledge of office automation products, databases, and remote control

• Good understanding of computer systems, mobile devices, and other tech products

• Mac and PC experience

• Ability to diagnose and solve basic technical issues

• Proficiency in English

• Excellent communication skills

• Customer-oriented and cool-tempered

• BSc/BA in Information Technology, Computer Science or relevant field