What are the responsibilities and job description for the Level 1 Deskside Support Technician position at LiveOnNY?
Overview
At LiveOnNY we save lives, provide comfort, and strengthen legacies through organ, eye and tissue donation for the 13 million New Yorkers we serve.
The Level 1 Deskside Support Technician: will serve as the first point of contact for resolving hardware, software, network, CCaaS, and IP Telephony issues. This role includes troubleshooting, configuring, and maintaining IT systems and telephony solutions such as Amazon Connect, Windstream Office Suite, and softphones.
Coverage Period: This position demands a flexible schedule to accommodate day, night, and weekend shifts, providing round-the-clock operational support. Additionally, participation in an on-call rotation is a core requirement.
Responsibilities
At LiveOnNY we save lives, provide comfort, and strengthen legacies through organ, eye and tissue donation for the 13 million New Yorkers we serve.
The Level 1 Deskside Support Technician: will serve as the first point of contact for resolving hardware, software, network, CCaaS, and IP Telephony issues. This role includes troubleshooting, configuring, and maintaining IT systems and telephony solutions such as Amazon Connect, Windstream Office Suite, and softphones.
Coverage Period: This position demands a flexible schedule to accommodate day, night, and weekend shifts, providing round-the-clock operational support. Additionally, participation in an on-call rotation is a core requirement.
Responsibilities
- Provide first-level technical support for end-users via phone, email, in-person, and deskside interactions.
- Troubleshoot and resolve CCaaS systems issues with Amazon Connect and Windstream Office Suite, including configuration and user access problems.
- Assist with softphone management, including installation, configuration, troubleshooting, and user training.
- Monitor and escalate IP Telephony issues to ensure seamless communication services.
- Ensure all assigned tickets are resolved within agreed Service Level Agreements (SLAs).
- Create, manage, and maintain workflows, dashboards, and reports in ServiceNow to improve ticket visibility and tracking.
- Troubleshoot and resolve hardware, software, and network (wired/wireless) connectivity issues, including desktops, laptops, printers, and mobile devices.
- Configure, deploy, and track IT equipment, including workstations and mobile phones, via MDM solutions.
- Respond promptly to service tickets and escalate complex issues to Level 2 support when required.
- Assist with setting up and maintaining conference room technologies such as Microsoft Teams and Zoom Rooms equipment.
- Maintain accurate documentation of support requests and update the knowledge base for recurring issues.
- Participate in ongoing training to stay updated on CCaaS, IP Telephony, and other emerging technologies
- High school diploma or equivalent; an associate degree in IT or a related field preferred.
- Proven experience in a helpdesk or similar role is highly desirable.
- Basic knowledge of Amazon Connect, Windstream Office Suite, and softphone solutions.
- Extremely polished communicator with outstanding customer service skills, capable of addressing end-user concerns professionally and courteously.
- Familiarity with ITIL practices, ITSM platforms, and networking concepts.
- Relevant certifications, such as CompTIA A , Network , or CCNA, are a plus.
- Excellent problem-solving and troubleshooting abilities.
- 1-3 years of experience
- Availability to work a flexible schedule
- 403(b) deferred annuity
- Medical/Vision/Dental/Life
- Tuition reimbursement
- Paid time Off
- Pet Insurance
- Life Insurance
- Cellular plan discounts
- Auto Insurance discounts
Salary : $60,000 - $80,000
