Job Description

TITLE : Help Desk Associate

HOURS AND LOCATION: This is a full-time help desk position. You will be working out of our Long Island office in Woodbury and occasionally visiting our headquarters in NYC.

SUMMARY: We are actively seeking a full-time Help Desk technician to join a small but growing team. In addition to relevant work experience, you must be a self-starter, who has a great work ethic and is willing to learn and grow into a larger role. You will be surrounded with good talent and will have the opportunity to learn new technologies.

Our primary objective is to find someone with good technical skills, but we place a high value ON your customer-facing skills and your ability to communicate (both written and oral) with END USERS AS WELL AS OTHER TEAM MEMBERS”.

If you feel like you take ownership of issues, are solution-centric, seek assistance when you need it, and can meet the main objective of providing overall exceptional customer service to users then this would be an ideal position for you.

You should be able to manage multiple projects and deadlines, communicate and collaborate efficiently, and be responsive with customers and team members.

ROLE RESPONSIBILITIES:

• Support end users throughout the organization (400-500).

• Daily hands-on interaction with application and systems troubleshooting.

• Serve as an integral resource in projects, adhering to committed deliverables, and regular communication of progress to management.

• Fulfill certification and training roadmap as set forth by senior staff and management.

• Shadow experienced personnel and acquire knowledge.

• Thoroughly document all activity and keep senior staff and management informed.

• Mentor rotational interns + delegate level one tasks.

REQUIRED TECHNICAL SKILLS:

• 5+ years of IT experience.

• Experience supporting desktop, laptops, and printers/copiers.

• Working knowledge of: Microsoft Windows Server 2012+, Microsoft Office 365, Active Directory, hardware installation, troubleshooting.

• Experience supporting Microsoft Operating Systems (Windows 10), Microsoft Office 365 and networking protocols and a large corporate environment (over 400 users).

• Technical understanding of network protocols and services including: TCP/IP, DNS, DHCP.

BONUS ROUND: ADDITIONAL SKILLS & EXPERIENCE:

• Experience with Accounting, CPA applications is a major plus!

• Experience with RMM tools such as, Autotask, and Connectwise is a major plus!

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