Junior Help Desk Technician
Description
Area of Talent: Information Technology
Position Type: Full Time/ Non-Exempt
Salary Range: $60,000 - $75,000
Office Location: NYC/Financial District
Position Summary:
The Junior Help Desk Technician will be responsible for providing a wide variety of IT assistance to users. This includes responding to calls, documenting service tickets, and providing basic troubleshooting for desktops, laptops, mobile devices and conference room AV equipment. We are looking for a detail-oriented person with strong customer service skills.
Job Responsibilities:
- Responds to end-user requests for technical assistance by phone, email, or ticketing system.
- Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
- Collects information about problems and leads users through diagnostic procedures to determine sources of errors, determines whether problems are caused by hardware or software and then dispatches trouble tickets to IT staff detailing all necessary information and response priority. Logs and tracks issues using the Helpdesk software, and determine incident type, priority, and category for each issue.
- Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
- Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
- Escalates problems to appropriate levels or teams to achieve issue resolution.
- Configure, ship, and track all new hire equipment for onboarding new employees and ensure proper collection of assets upon employee departures; maintain inventory of all employee-issued assets.
- May support installs or upgrades of software or devices, set up user profiles, or reset passwords.
- Assist with copier and printer maintenance.
- Assist with conference room AV equipment support and maintenance.
- Coordinate with vendors for hardware repairs and warranty services.
- Support for specific systems, related software deployments, or IT projects as needed.
- Provide any additional operational support that the company deems necessary.
Required Qualifications:
- Associate degree and at least 1 year of IT experience
- 1-3 years of related IT experience
- Minimum one-year experience working with IT equipment
- Excellent troubleshooting skills: ability to effectively assist users, resolve issues and escalate as necessary
- Experience configuring and troubleshooting Microsoft Windows
- Experience in troubleshooting desktop and mobile device issues
- Demonstrated problem-solving abilities
- Strong communications, organizational and interpersonal skills
- Demonstrated ability to work independently and as part of a team
- Ability to work in a fast-paced environment and demonstrate grace under pressure
- Ability to work effectively in a team environment. Display effective communication and coordinate with all team members, due to the unpredictable nature of Helpdesk work
Preferred Qualifications:
- IT Certifications applicable to desktop and mobile computer support
- Advanced knowledge of Microsoft Office and Mobile technology
- Experience with Windows 11, Active Directory and Entra ID, Adobe Acrobat Pro
- Experience troubleshooting conference room AV, particularly Polycom devices
It is strongly preferred that you submit a cover letter with your resume. You may also fax your resume and cover letter to (212) 227-6816.
HDC demonstrates a strong commitment to its employees by providing a salary that is competitive and commensurate with experience and excellent benefits, including:
- Health Benefits at a reasonable cost
- Dental and Vision Benefits at no cost
- Retirement savings plan with a generous match and a pension plan
- Paid holiday, vacation, sick time and parental leave
- Professional development opportunities
- Public Service Loan Forgiveness for eligible employees
- Wellness reimbursement
- Back-up Caregiver Benefit
HDC is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
HDC is committed to the full inclusion of all qualified individuals. As part of this commitment, HDC will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please complete the reasonable accommodations section on the application or contact Human Resources by emailing [email protected].