Help Desk Technician

$61,000 - $75,000/Yr

Health Center - New York, NY

Full-time - Entry Level

Hybrid - New York, NY

Health and Personal Care Retailers

About the position

As an IT Support Technician at Health Center, Inc., you will be the first point of contact for inbound help desk tickets, providing prompt and effective troubleshooting for a variety of technical issues. This role involves assisting end users with IT-related problems, offering training, and ensuring efficient handling of service requests. You will also be responsible for building and repairing computers, monitoring system failures, and escalating unresolved issues to higher-level teams when necessary. The position requires a proactive approach to support incidents and requests, with a strong emphasis on customer service and communication skills.

Responsibilities

• Serve as the first point of contact for inbound help desk tickets.
• Provide prompt and effective troubleshooting for a variety of technical issues.
• Assist end users with IT-related problems and offer training.
• Ensure all service requests are handled efficiently.
• Build and repair computers to ensure seamless operations.
• Monitor and respond to system failures and alarms, ensuring timely resolution of issues.
• Record, track, and update service outages, responding to service requests in a timely manner.
• Provide initial troubleshooting for incidents, offering remote assistance for software and hardware issues.
• Create and update support tickets with detailed information for resolution and knowledge base improvement.
• Adhere to and enforce IT security policies and procedures in all support activities.
• Evaluate incidents and requests, triaging and assigning tickets to appropriate teams or technicians.
• Contribute to the IT knowledge base by creating or updating helpful articles based on recurring issues and solutions.
• Configure, train, and deploy computer systems and software to meet user needs.
• Manage IT assets throughout their lifecycle, including receiving, storing, configuring, tagging, and deploying equipment.
• Deploy software images and perform installations both on-site and remotely.
• Document all actions taken during the resolution process, maintaining thorough records.
• Escalate complex issues to Level 2 or Level 3 technicians and communicate effectively with senior technical teams.
• Monitor trends in service requests and suggest improvements to enhance system efficiency and user experience.
• Travel to various company facilities as needed for on-site support and system deployments.
• Perform regular walk-arounds on facility floors to address immediate IT needs.

Requirements

• 2 years of experience in help desk support, system administration, or field support.
• In-depth knowledge of Windows 10 and 11, and Microsoft 365.
• Experience working with ticketing system software.
• Knowledge of printer setups and overall network topology.
• Excellent troubleshooting skills.
• Strong communication skills.

Benefits

• Paid holidays
• Health insurance
• Dental insurance
• 401(k)
• Tuition reimbursement
• Paid time off
• Vision insurance
• 401(k) matching
• Life insurance