Service Desk Technician L1

Description

Position: Service Desk Technician Level 1 
Reports To: Service Desk Supervisor
Division: Service Desk
FSLA: Non-Exempt
Office Designation: In-office
Office Location: 619 River Drive, Elmwood Park, NJ 07407

About The Role: 

Omega Systems seeks a Service Desk Technician Level I to provide exceptional technical support and customer service. This role is central to ensuring high satisfaction levels among our customers through first-line support services. You will tackle various challenges, from troubleshooting applications to resolving incidents and enhancing our knowledge base. This position offers a dynamic work environment where technical acumen meets customer service to support the smooth operation of our client’s IT systems. Reliable transportation is required for this position. An on-call rotation may be required for this position. 

Key Responsibilities:

• Provide first-line support, including desk-side, remote, and local office support services.
• Enhance and utilize the knowledge base to improve first-call resolution rates.
• Manage incidents and service requests efficiently using our ticketing system, ensuring detailed follow-up and timely resolution.
• Act as our clients' first point of contact, delivering service with courtesy and professionalism.
• Collaborate with team leads and managers to schedule and prioritize onsite client visits and service desk tasks.

Technical Duties:

• Conduct root cause analysis and collaborate with teams to resolve complex issues.
• Maintain, install, and troubleshoot desktop hardware and software.
• Engage in PC and workstation software setups, troubleshooting, and maintenance.
• Ensure accurate technical documentation and track service metrics.

Desired Qualifications and Skills:

• Minimum 3 years of experience in IT support, specifically handling inbound customer requests and issue resolutions.
• College degree preferred (AA or BS); further certifications in IT are advantageous.
• Proficiency in Microsoft environments and applications, ConnectWise Manage or similar ticketing systems, and Active Directory.
• Strong skills in VPN management, LAN/WAN infrastructure, and RDS environments.
• Excellent problem-solving skills with the ability to handle stress and multitask in a fast-paced setting.
• Exceptional communication and customer service skills, with a proven record of technical and business interaction.

Benefits

• Heath Insurance
• Dental Insurance
• Vision
• 401(K) plus employer match
• Life Insurance & Accidental Death and Dismemberment
• Employee Assistance Program
• Additional ancillary benefits to select from
• Paid Time Off, Paid Company Holidays, Floating Holiday, and your Birthday is a Holiday

EEO Statement

The Company's policy provides equal employment opportunities for all applicants and employees. Omega Systems provides equal employment opportunities to all qualified individuals without regard to actual or perceived race including hair texture and natural hair styles), color, religion, religious creed (including religious dress and religious grooming practices), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity, status and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws. Applicants, as well as employees who are or have become disabled, must be able to perform the essential job functions with or without reasonable accommodation. The Company shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

Qualifications

Salary : $20 - $27