What are the responsibilities and job description for the IT Help Desk Technician - Syracuse, NY position at Usherwood Office Technology?
JOB DESCRIPTION:
The IT Help Desk Technician is a key member of the Usherwood team for providing support for all managed IT clients. As a Microsoft Gold Partner, the position provides end user support for diverse IT challenges from computer hardware and application issues to mobile devices.
This in an in-office position in Syracuse, NY.
KEY RESPONSIBILITIES:
- Respond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal)
- Identifies, researches, and resolves technical problems of moderate complexity.
- Responds to telephone, email, and on-line requests for technical support.
- Documents, tracks, and monitors the client’s problem using applicable systems and tools.
- Coordinate with other teams or departments to resolve service tickets
- Assist in the delivery and onboarding of Managed IT services
- Escalate unresolved issue to Tier II support level
EDUCATION:
- Associates Degree in either Computer Science or IT is preferred
- Minimum one-year experience in a technical support or help desk center is preferred
- CompTIA A Certification is preferred
SKILLS & QUAILIFICATIONS:
- Knowledge of Microsoft windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications
- Ability to prioritize and multitask assigned issues in a fast-paced work environment
- Positive attitude of customer service and integrity
- Must be able to communicate with customers in a professional manner
- Demonstrate problem troubleshooting, root cause, and resolution skills
BENEFITS
- Excellent benefit offerings including: medical, dental, vision, and supplemental insurance
- 20 days of paid time off
- Company paid life insurance and long-term disability insurance
- 401(k) plan with matching company contribution
- Paid training and certification opportunities
- Annual company store allowance
“Our growth is mirrored by the quality of people we have invested in.” – Louis F. Usherwood, CEO
Usherwood Office Technology is an Equal Opportunity Employer.
Visit us at www.usherwood.com
