What are the responsibilities and job description for the IT Help Desk Technician position at FTS, Inc.?
Information Technology Help Desk Agent - Painted Post, NY
- Hours: Monday-Friday (8am-5pm), with potential for multiple shift changes based on need
- Overtime: Some overtime expected for this position
- Work Arrangement: In-office and/or hybrid rotation. Hybrid arrangement typically involves onsite work 3 days per week and remote work 2 days per week. Schedule will be determined by the team.
- Candidates must adhere to the ITSD Contingent Worker Handbook Policy.
SCOPE/PURPOSE OF POSITION:
To provide support for authorized IT devices for business use in connection with IT platforms, resources, services, and systems. Perform as part of the Service Desk (SD) team, serving as a single point of contact for the user community. Deliver effective, timely troubleshooting and resolution of common issues and requests, or route tickets to specialized or advanced-level support. Support channels include phone, chat, and walk-up.
RESPONSIBILITIES:
- Respond courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels.
- Effectively use ServiceNow to manage tickets throughout their lifecycle.
- Contribute to meeting or exceeding SD metrics, targets, and goals.
- Follow all IT policies and documented processes, including Incident Management, Request Fulfillment, and Knowledge Management.
- Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting, and accurate resolution/routing of technical incidents and requests. Provide feedback to improve KB articles.
- Interact with vendor technical support to ensure effective resolution of third-party services.
- Maintain tickets according to processes and within established SLAs. This includes timely updates to track troubleshooting and communication with users, vendors, and other IT teams. Proactively communicate with end users via phone, chat, and email to manage expectations.
- Schedule customer follow-ups and ensure timely resolutions.
- Monitor the ticket queue and take action or route tickets as necessary.
- Inform leadership of broader issues impacting users or the team.
- Interact with teammates to share information and knowledge.
- Fulfill all administrative requirements on time.
- Answer, respond to, and route corporate calls as needed.
EDUCATION REQUIREMENTS:
- Preferred: Associate degree in IT or related professional certification
- Required: Minimum High School Diploma or GED
WORK EXPERIENCE:
- Minimum of 2 years of IT Helpdesk or Service Desk experience
REQUIRED SKILLS:
- Strong time management skills and ability to meet deadlines in a fast-paced environment
- Customer service experience, preferably in a call center environment
- Strong work ethic, attention to detail, and a positive attitude
- Self-starter with the ability to work in a team environment and motivate others
- Strong technical abilities with computers and mobile devices
- Organizational and planning skills, with the ability to handle changing priorities
- Excellent interpersonal skills, including empathy, patience, and clear communication
- Fluency in English, with strong reading, writing, and comprehension skills
DESIRED SKILLS:
- Experience with Microsoft-based applications (e.g., Windows 11, Microsoft O365, Teams)
- Familiarity with call management software such as Finesse or similar tools
- Quality/documentation experience
- Experience with Microsoft Azure and Active Directory Administration
- Resolving Outlook issues (e.g., mail file size, data files)
- Troubleshooting Windows issues (e.g., monitor display, printing, connectivity)
- Configuring/distributing corporate mobile devices
- Troubleshooting Cisco VPN, Pulse clients, and Citrix connectivity
- Remediating Symantec Endpoint Protection
- Using LogMeIn or similar remote connection tools
- MEMC software deployment
- Asset management skills
- Supporting Edge and Google Chrome browsers
- Installing/configuring Adobe products/software
- Troubleshooting and installing printer drivers
- Experience with ServiceNow or similar ticket management tools
- Utilizing and contributing to knowledge bases
TRAVEL:
0-10% - May require occasional travel to specific locations when scheduled.
Job Types: Full-time, Contract
Pay: $17.33 - $19.33 per hour
Benefits:
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Commute:
- Painted Post, NY 14870 (Required)
Work Location: In person
Salary : $17 - $19
