Help Desk Support Specialist II

Emerge is seeking a Help Desk Support Specialist for our client, a consumer healthcare company that focuses on product innovation and quality.
The Help Desk Support Specialist reports directly to the Manager of Information Systems for daily assignments and operations. The Helpdesk Support Specialist will be responsible for providing technical support and assistance to end-users within the organization. This role involves troubleshooting hardware and software issues, resolving user inquiries, and ensuring optimal system performance. The Position requires experience in but not limited to Windows, MS-Office, MS-Exchange/Outlook,O365, Azure, Internet, MS-Defender and end user support.
Responsibilities

• Respond to user inquiries and provide technical support via phone, email, or in-person.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain computer systems and applications.
• Document and track issues using a ticketing system.
• Escalate complex issues to higher-level support or specialized teams.
• Provide training and guidance to users on system functionalities and best practices.
• Maintain up-to-date knowledge of company systems and technologies.
• Assist in the development and implementation of IT policies and procedures.
• You are highly proficient in troubleshooting end user computer, mobile device, and occasionally A/V issues, including hardware, software, network, and environmental support on macOS, Windows, and iOS/iPadOS platforms.
• Assist with new user, computer, and iPhone/iPad setups and printer support — including ongoing maintenance and or movement of monitors, docking stations, phones, and printers for office desk moves.
• Manage & support CISCO Call Manager (Add users, Phones, ext.).
• Help users with basic Wi-Fi and network connectivity issues.
• Help users navigate and or troubleshoot the M365 ecosystem, including OneDrive, SharePoint, and Teams
• Assist with endpoint security, EDR, phishing alerts.
• Assist with troubleshooting conference room NV system.
• Must be able to document problem resolutions within trouble tickets and maintain written documentation.
• Coordinate activities with Manager, technical staff, users and vendors, which include service requests and trouble tickets.
• Provides written and verbal status of projects to all involved parties.
  

Qualifications

• 4 years of experience in a Help Desk role
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in a helpdesk or technical support role.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with network troubleshooting and basic networking concepts.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Customer-focused with a commitment to providing high-quality support.
• Strong people skills.
• Excellent Communication Skills.
• Excellent planning, organization, and time management skills.
• A self-starter.
• Experience with Active Directory, Print Management, and Windows Server.
  

Experience With The Following Are a Plus

• Experience with remote support tools and software.
• Knowledge of ITIL practices and principles.
• Certifications such as CompTIA A , Network , or Microsoft Certified Professional (MCP).
• Cisco, Azure, CompTIA, Apple, and or certifications
• PowerShell
• VMware
• Citrix
  

Work Environment

• In person, in office role in Tarrytown, NY.
• Tuesday-Friday work schedule, 32 hours per week.
• Applicants must be authorized to work in the United States without sponsorship on a permanent basis.
• Pay range is $30-35/ hour, plus benefits; including - Health, Dental Vision, 401K and PTO.
  

Emerge seeks, in all its operations, to employ individuals for available positions based on their qualifications, working knowledge, and competency. Emerge has a continuing commitment to ensure that fair and equal employment opportunities are extended to all qualified persons without regard to race, color, religion, sex, gender, sexual orientation, national origin, ethnicity, alienage, citizenship or immigration status, age, mental or physical disability, medical condition, pregnancy, military/veteran status, predisposing genetic characteristics, familial status, marital status, domestic violence victim status, or based on their relationship or association with members of a protected class or any other protected classification, in accordance with applicable federal, state and local laws. Emerge is committed to diversity in its most inclusive sense.
By completing an application with us, you seek to join a team of hardworking professionals dedicated to consistently deliver outstanding service to our customers and contribute to the financial success of the organization, its clients and its employees. Equal access to programs, services and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact our Emerge Recruitment Office.