Job #: 2165
Title: Helpdesk
Principal Duties and Responsibilities
Responsible for day to day technical support and timely resolution of end‐users desktop related issues, incident tickets and optimal restoration solution ·
Providing direct, over the phone or remote troubleshooting of end‐user desktop, equipment, application, device communication and connectivity issues in a timely fashion ·
Imaging, Installing, diagnosing, repairing, maintaining, and upgrading desktop, devices, equipment, software applications and operating system ·
Support all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops, printers, scanners, devices, equipment and ensure optimal performance of the end‐user workstations ·
Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems to help minimize end‐users downtime ·
Where and when restoration activities are beyond the scope of the Desktop Support Engineer, escalate issues/problems to proper tier 2, tier 3 support team members and vendors as the case may be ·
Performs general preventative and remedial maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment ·
Performs work in compliance within specified warranty requirements and returns defective equipment/parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory ·
Promptly analyzing incident tickets and end‐user incoming call problems and support requests to determine restoration strategy and approach
Request for Statement of Work ·
Facilitate end‐users desktop data and application restoration and recovery Request for Statement of Work
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
Responsible for tracking hardware and software inventory ·
Familiarize and assist end‐users on basic software, hardware and peripheral device operation and use
Accurately and promptly record incident/issue and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries ·
Maintains, follows and consistently demonstrates a general knowledge of WCG/EITS and NYCHHC guidelines, processes, practices and procedures ·
Ensures that there is sufficient support to clients and provide friendly customer service to end users and for local project implementations ·
Preparing and willing to do any other reasonable and lawful instruction/task on time and correctly ·
Managing time efficiently, effectively, setting priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operate within customer support standard operating procedures
Maintains proper grooming and adheres to attendance and timesheet policy standards
3. Qualifications / Required Skill:
High school diploma ·
1 – 3 years experience · Must be able to work independently as well as work as part of a fast moving team ·
Excellent communication skills, both verbal and written ·
Basic desktop/ Technical support skills. A+ certification a plus.
