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Company | WSN |
Address | New York City Metropolitan Area, United States |
Employment type | FULL_TIME |
Salary | |
Category | Business Consulting and Services |
Expires | 2023-07-13 |
Posted at | 11 months ago |
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:
- Create and maintain support documentation
- Document customer interactions and issues in our ticketing system
- Coordinating with vendors to purchase, deploy, and RMA hardware
- Administering users in Active Directory and applications
- Provide exceptional customer service and maintain a positive attitude in a timely and professional manner
- 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
- Monitoring systems and processes
- Respond to and resolve customer inquiries and issues via phone, email, and in-person
- Escalate and forward more complex issues to the appropriate IT team
- Identify and recommend solutions to improve customer satisfaction and reduce support calls
- Instructing users on technology best practices
Qualifications
- Knowledge and understanding of Microsoft Active Directory
- Networking knowledge (TCP/IP, DHCP, DNS, Wireless)
- The successful candidate must be a team player with strong customer service and communication skills
- Collaboration and meeting room technology
- Mobile devices and associated apps
- IPads
- IPhones
- Strong technical knowledge of:
- Application packaging experience is a plus
- Zoom and Microsoft Teams meetings
- Strong understanding of help desk functions and technical support experience
- 5+ years of experience in Desktop support
- PC applications, including Office 365
- Strong knowledge of Windows 10, Windows 11, iPhones, iOS and general productivity applications
- VOIP telephones
- Must be able to lift desktops, laptops, monitors, printers, and other IT-related equipment
- Strong knowledge of desktop/laptop hardware and BIOS upgrades
- Meeting room video conferencing
- Deep understanding of the Windows operating system is a plus
- Network connectivity, including Wi-Fi
- VPN and Citrix remote access
- Strong technical skills and knowledge of hardware, software, and network systems
- Laptop PCs
- Microsoft Windows
Personal Attributes
- Highly self-motivated and passionate about technology and people
- 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
- Working independently and as a member of a worldwide support team
- Ability to work well under pressure and handle multiple tasks simultaneously
- Ability to prioritize and manage time effectively
- Excellent listening, interpersonal, written, and oral communication skills
- Pays extreme attention to details
- Eager to learn new technologies and applications, and ability to absorb new topics quickly
- Excellent analytical and problem-solving 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.)
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