IT Specialist - Help Desk

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Seeking a highly motivated and customer-focused Level 2 Helpdesk Support Specialist to join the Technology Services Team at an Asset Management Company in NYC. The ideal candidate will have excellent people and communication skills and a strong technical background.



Responsibilities include:

- Respond to and resolve customer inquiries and issues via phone, email, and in-person

- Handle escalations from Level 1 support and provide technical assistance to customers and end-users

- Document customer interactions and issues in our ticketing system

- Escalate and forward more complex issues to the appropriate IT team

- Provide exceptional customer service and maintain a positive attitude in a timely and professional manner

- Identify and recommend solutions to improve customer satisfaction and reduce support calls

- Collaborate with other teams to resolve complex issues and implement new systems and technologies

- Create and maintain support documentation

- Monitoring systems and processes

- Administering users in Active Directory and applications

- Coordinating with vendors to purchase, deploy, and RMA hardware

- Instructing users on technology best practices



Required Skills:

- 4-6 years of experience in Desktop support

- A Bachelor's degree in Computer Science, Management Information Systems, or a related field (and/or equivalent experience).

IT certifications a plus (ex. CompTIA A , CompTIA Network , Microsoft MTA, etc.)

- The successful candidate must be a team player with strong customer service and communication skills

- Strong technical knowledge of:

o Microsoft Windows

o PC applications, including Office 365

o Network connectivity, including Wi-Fi

o Mobile devices and associated apps

 Laptop PCs

 iPhones

 iPads

- Collaboration and meeting room technology

 Zoom and Microsoft Teams meetings

 Meeting room video conferencing

- VPN and Citrix remote access

- VOIP telephones

- Strong technical skills and knowledge of hardware, software, and network systems

- Deep understanding of the Windows operating system is a plus

- Application packaging experience is a plus

- Strong understanding of help desk functions and technical support experience

- Strong knowledge of desktop/laptop hardware and BIOS upgrades

- Strong knowledge of Windows 10, Windows 11, iPhones, iOS and general productivity applications

- Networking knowledge (TCP/IP, DHCP, DNS, Wireless)

- Must be able to lift desktops, laptops, monitors, printers, and other IT-related equipment

- Knowledge and understanding of Microsoft Active Directory



Personal Attributes

- Excellent people and communication skills and a passion for exceptional customer service

- Excellent analytical and problem-solving skills

- Flexibility working in a fast-paced, high-expectations environment

- Ability to work well under pressure and handle multiple tasks simultaneously

- Working independently and as a member of a worldwide support team

- Excellent analytical and problem-solving skills

- Excellent listening, interpersonal, written, and oral communication skills

- Pays extreme attention to details

- Highly self-motivated and passionate about technology and people

- Ability to prioritize and manage time effectively

- Eager to learn new technologies and applications, and ability to absorb new topics quickly

Company info

Sign Up Now - MiamiCrossing.com