Helpdesk Tier 1

Job Title: Helpdesk Tier 1

iPower Technologies, a dynamic IT corporation offering comprehensive computer and network support, is currently expanding its team. We are actively seeking a Level 1 Helpdesk Support Professional for an immediate opening, focusing on delivering remote client support over the phone.

The ideal candidate will possess relevant experience in a high-paced Business IT Support Environment. A positive attitude, strong customer service orientation, and the ability to effectively follow through on customer requests and support issues are essential. Demonstrating exemplary work ethic, consistent performance, reliability, and punctuality are our top priorities.

Candidates should exhibit strong organizational skills, the capacity to prioritize multiple tasks, and the ability to thrive under pressure and tight deadlines. Flexibility in scheduling is required to accommodate project deadlines, urgent issues, and after-hour maintenance calls. Detail-oriented individuals who understand the significance of proper documentation and time logging in a professional services environment will excel in this role.

*If you have less than 2 years of IT experience, please refrain from submitting your resume*

Responsibilities:

• Proficiency in Ticketing Systems and Monitoring Software is advantageous.
• Handling Managed Solutions from various providers.
• Competency in Computer Hardware.
• Troubleshooting Software Issues.
• Installation, configuration, and troubleshooting of Network/Local Printers, scanners, and other peripherals.
• Strong background in Windows 10/11.
• Exposure to Office 365.
• Desktop support expertise, particularly in resolving issues with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Installation and management of software, including updates and tools.
• Providing customer service support over the phone.
• Remote support knowledge.
• Networking and troubleshooting proficiency.
• Knowledge of Windows and Servers, Active Directory, Exchange On-Prem or Office 365.
• General understanding of IT Support client handling and various customer service scenarios.
• Setting up mobile devices from different vendors with diverse requirements.
• Responsibilities and duties may evolve and be reassigned based on company priorities and business requirements.
• Successful candidates will possess excellent communication skills, the ability to thrive under pressure and deadlines, and adept handling of complex customer situations.

Requirements:

• Excellent written and verbal communication skills.
• Strong troubleshooting abilities and the capacity to follow instructions.
• Proficient documentation skills, including the creation of standard operating procedures.
• Ability to handle multiple priorities and respond urgently to situations requiring quick resolutions.
• Professional demeanor.
• Strong service orientation.

Job Type: Full-time

Salary: $55,000.00 - $65,000.00 per year

Benefits: Dental insurance, Health insurance, Vision Insurance, PTO, and 401(k)

Schedule: Monday to Friday

Work Location: In-person (775 Passaic Ave, West Caldwell, NJ 07006)

EEO Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.