IT Help Desk Support - Level I
On-siteNorth Nassau, New York, United States
North Nassau, New York, United StatesOn-siteFull TimeStartup
Full TimeStartup
Job Summary
Conduct front-line technical support for customers calling in with desktop and server issues, handling password resets, IP phone setup, and PC software installations. Manage the full ticket lifecycle from initial contact to closure, performing IT equipment and printer installations while assisting the onsite technical lead with various IT projects. Execute new user onboarding processes and escalate complex cases to more experienced technicians as needed. Requires 2+ years of experience in IT help desk roles, proficiency with Windows 10/2016/2019, networking, and ticketing systems like Autotask or Connectwise.
Required Qualifications
- 2+ years of experience in similar positions such as IT help desk, IT desktop support, IT support analyst, Helpdesk Representative; IT Service Desk; IT user support
- Experience working in an environment using ticketing software, such as Autotask, Connectwise, or another ticketing system
- Work-related experience with an RMM (Remote Monitoring & Management Solution), such as Kaseya, Datto, Continuum, Connectwise, etc
- Excellent customer service skills (courteous, tactful, and professional demeanor)
- Excellent written and verbal communication skills, with experience presenting to groups
- Reliable work ethic
Desired Qualifications
- Preferably has some certifications, such as A+, Security+, Network+, or another equivalent certification
- A successful candidate will have a track record of understanding in business desktop and server technologies that must include: Windows 10 workstations, Windows 2016 & 2019 servers, advanced networking, and vendor specific hardware and software
- General understanding of software installation
- General understanding of printer installation
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