Help Desk Support Technician
- $70,000 to $95,000 Yearly
- Full-Time
Job Summary
As a “Service Desk Technician – Level 2,” you would be responsible for providing technical support to end-users and resolving issues related to hardware and software. You would work closely with the other team members in our IT department to escalate and resolve complex issues. Your day-to-day responsibilities would include troubleshooting and diagnosing hardware and software issues, installing and configuring software and hardware for end-users, and documenting and tracking service requests and incident tickets. Excellent communication skills are essential for this role, as you would be interacting with end-users on a regular basis. You would need to be able to explain technical concepts in a way that is easy for non-technical users to understand, and be patient and empathetic when dealing with users. Strong problem-solving and analytical skills are also vital, as you would be required to work through complex technical issues and provide solutions in a fast-paced environment.
Essential Functions
- Troubleshoot and diagnose advanced hardware and software issues.
- Install and configure software and hardware for end-users.
- Document and track service requests and incident tickets.
- Automate application deployments via tools like Manage Engine, Ivanti, etc.
- Collaborate with other technology teams to resolve issues and provide solutions.
- Provide technical guidance and training to end-users.
- Work with the other groups in the IT department to escalate and resolve complex issues.
- Identify opportunities for process improvement and best practices in IT service delivery.
- Maintain and update technical knowledgebase and documentation.
Required/Preferred Education and Experience
- Bachelor’s degree preferred (not required)
- A minimum of 3-6 years of work experience
- Experience with operating system deployments, application packaging, advanced PC troubleshooting, and with ITSM systems like Service Now
Knowledge, Skills and Abilities
- Excellent verbal and written communication skills
- High level of customer service
- Capable of multitasking and working within tight deadlines
- Excellent knowledge of OS and application deployments
- Detail oriented and organized, and capable of handling proper follow-up with end users.
Address
DAIWA CAPITAL MARKET
New York, NYIndustry
Technology
Posted date
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