Part-time
Posted 16 days ago
Job description
Office Location: Remote Offices, Long Island, and New York City Position Description: The Help Desk Engineer (HDE) is an experience IT support technician working in a service representative capactity for a variety of clients. The Help Desk Engineer is responsible for first-line technical support of client-facing technology, such as Microsoft Dynamics Applications, Citrix Applications, Productivity Software, Password Resets, etc. Additionally, the Help Desk Engineer ay provide light system adminsistration functions, such as creating/deleting users, managing groups, managing distribution lists and public folders, etc.
Requirements / Essential Duties Ability to call on and word directly with C level executives in small to large size businesses. Provide first line end-user technical support via phone and email Provide light user account and email administration Coach users on best practices and techniques to avoid simple issues Work with the Data Center teams to monitor and respond to events to ensure client system uptime and stability Ensures change cnstrol and other processes and proceduires are followed and that configuration documentation is completed when systems are deployed and/or modified Basic level knowledge of email administration Basic level knowledge of TCP/IP, networking Basic level knowledge of smartphone configuration Proficient with Microsoft Word, Excel and Outlook is prefered Previous experience working with Software as a Service products is suggested For any questions about this position please email hr@nycloudapps.com.
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Frequently asked questions
Q: What skills or qualities help someone succeed as a Help Desk Engineer?
A: To succeed as a Help Desk Engineer, key technical skills include proficiency in operating systems (Windows, Linux, macOS), familiarity with common software applications, and knowledge of networking fundamentals. Essential soft skills include strong communication and problem-solving abilities, patience and empathy when interacting with customers, and the ability to work effectively under pressure in a fast-paced environment. By combining these technical and soft skills, Help Desk Engineers can efficiently resolve customer issues, build trust, and contribute to a positive customer experience, ultimately supporting their career growth and effectiveness in the role.
Q: What is the career path for a Help Desk Engineer?
A: A Help Desk Engineer's typical career progression involves starting as a Help Desk Technician, providing initial technical support to customers or end-users, and then advancing to roles such as Senior Help Desk Technician, Technical Support Specialist, or IT Support Manager, where they oversee teams and develop more complex problem-solving skills. Key opportunities for skill development include learning about various software applications, hardware configurations, and network protocols, as well as developing strong communication and troubleshooting skills. Long-term career prospects may lead to roles such as IT Project Manager, Technical Account Manager, or even a career transition into specialized fields like cybersecurity or network engineering.
