Jobs at Amadan Recruitment

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HelpDesk (Level 2)

New York, NY · Information Technology
HELPDESK TECHNICIAN

The position entails provisioning, installing, modifying and repairing various end user devices, hosted software solutions, in-house software suites and end user thick and thin clients. The Help Desk technician provides technical assistance, support and training to system users by performing the following duties: 

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned
  • Deliver superior customer service – the ability to be empathetic, accurate, compassionate, approachable, responsive, resourceful and conscientious.
  • Document incidents and service requests using a ticketing system.
  • Document, prioritize, and monitor all support calls via phone or email.
  • Identify and document knowledge information for Help Desk’s Knowledge Management
  • Provision end user devices, loading operating systems, required software and configurations via deployment suites.
  • Support and maintain user accounts, mailboxes, shared mailboxes, calendars and public calendars configurations.
  • Install hardware and peripheral components.
  • Load software and troubleshoot application issues.
  • Provide guidance to end-users for general computer use.
  • Identify and evaluate requirements of end users.
  • Provide technical support to designated company meetings and conferences.
  • Coordinate activities with Help Desk, InfoSec, DevOps, Network, and other IT groups.
QUALIFICATIONS: 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Excellent interpersonal communication and customer service skills.
  • Ability to resolve customer service issues in a professional environment.
  • Ability to manage multiple tasks.
  • Ability to learn and take on new tasks without much supervision.
  • Experience and understanding of the ITS environment.
  • Ability to analyze and solve computer related problems.
  • Strong oral and written communication skills.
  • Required knowledge in the following technologies:
  • Microsoft Office 2016
  • Windows 7/10
  • macOS
  • iOS
  • Desirable knowledge in the following:
  • Ivanti / LANDesk Endpoint Management
  • JAMF Pro Endpoint Management
  • MobileIron MDM
  • SCCM Experience
  • ServiceNow
  • Office 365 User and Exchange Mailbox Management
  • Windows Server 2012/2016
  • Active Directory OU
  • Group Policy Objects Management
  • Computer Networks (TCP/IP, DHCP, DNS, VPN, SSL)
  • Computer Security Tools & Technologies
  • Bash and/or PowerShell Scripting
EDUCATION and/or EXPERIENCE
  • A+ Certification (CompTIA) or minimum 2 years of Help Desk / technical support experience.
  • Bachelor's degree in Computer Science or combination of education and experience.
  • CCNA or Network+ Certification a Plus
  • Security+ Certification a Plus 

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