Help Desk Technician

Company: NetConnect
Location: Staten Island
Posted on: April 10, 2021

Job Description:

The Tier II Help Desk Technician duties will include:

• Answer calls, chats, respond to service tickets and emails from customers
• Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software
• Analyze, logs, tracks and resolves tickets in ticket system
• Handle escalations and follow up to Tier III escalations
• Work with other teams (Systems Administrators, Engineers, Information Security, Networking and others) to investigate, research and resolve customer issues
• Provide timely updates and closure to client requests and issues
• Complete Projects related to system configuration as assigned
• Visit clients sites on a periodic basis as needed
• Self-starter who takes initiatives and eager to learn
• Ability to communicate well both written and verbally
• Experience with Office products(Word, Excel, Outlook) Remote tools and Networking
• Create documentation for end users and internal standards
• Follow standard Help Desk Procedures MINIMUM REQUIRED QUALIFICATIONS:
  • Associate's Degree AND 3 years' experience OR equivalent combination of education and experience
  • Technical Support/Customer Service experience is highly preferred
  • Working knowledge of basic networking principles including routers, firewalls and switches
  • Strong troubleshooting and problem resolution skills
    • Solid knowledge of Windows 10
    • Experience with Windows Server 2012, and 2016
    • Experience with Domain Environment and desktop support
    • 1-3 years' experience in a help desk environment
    • Experience with Anti-Virus and Malware removal tools

Keywords: NetConnect, New York , Help Desk Technician, Professions , Staten Island, New York