What are the responsibilities and job description for the Help Desk position at New York Technology Partners?
Helpdesk Specialist
We are seeking a skilled Helpdesk Specialist to provide technical support to our users by resolving hardware, software, and network issues via phone, email, or ticketing systems.
Responsibilities:
- Resolve problems through troubleshooting, documentation, and escalation as needed
- Provide excellent customer service in a fast-paced environment
Technical Skills:
- In-depth knowledge of multiple operating systems (Windows, macOS), enterprise software, and hardware troubleshooting
- Networking concepts (e.g., VLANs, routing, firewalls) and network troubleshooting experience
- System administration tasks, including user account management, permissions, and security configurations
- Help desk and ticketing systems (e.g., ServiceNow, Ivanti, Zendesk), including customization and reporting
- Remote desktop tools and supporting remote users effectively
Customer Service Skills:
- Exceptional verbal and written communication skills
- Escalation management and working closely with higher-level technical teams
Additional Skills:
- Diagnosing and resolving complex issues, including hardware, software, and network-related problems
- Process improvements to enhance help desk efficiency and user satisfaction
- Comprehensive documentation and generating reports on help desk performance metrics
Requirements:
- At least 6 years of experience in a help desk or technical support role
- High School Diploma or equivalent
- Relevant certifications such as CompTIA A , Network , Security , Microsoft Certified professional (MC)
- Experience managing or participating in IT projects, including rollouts and system upgrades
