[Hiring Fast] IT Help Desk Support Specialist

$52,000 - $58,240/Yr

Rider Solution - New York, NY

Full-time - Entry Level

New York, NY

About the position

The IT Help Desk Support Specialist position at Rider Solution is a full-time role based in New York, NY, primarily focused on providing end-user application support. The specialist will be responsible for defining and documenting incident scopes, utilizing critical thinking to analyze problems, and identifying root causes to troubleshoot issues effectively. The goal is to achieve first-call resolution or escalate issues when necessary. This role requires a proactive approach to triaging and prioritizing incidents, monitoring their status, and taking ownership of follow-ups with other departments to ensure timely resolution of issues. The specialist will also be expected to report for emergency responses and perform assigned tasks as needed. In addition to technical support, the specialist will follow up with customers to gather additional information and ensure that incidents are resolved satisfactorily. They will utilize various application tools to assist users with access and provisioning, as well as install and deploy applications. Documentation is a key part of the role, as the specialist will be responsible for submitting new content to the knowledge base. Strong communication skills are essential, as the specialist will need to listen to and address customer needs while building rapport with them. The role emphasizes the importance of maintaining positive working relationships with team members, managers, and all departments. The IT Help Desk Support Specialist will prioritize and respond promptly to customer needs based on severity levels, proactively recognizing opportunities for service recovery and acting to resolve issues. The position requires a commitment to the HonorHealth tenets of service excellence, which include being customer-centered, service-focused, quality-driven, resource-wise, and growth-oriented. Maintaining a professional appearance and completing IT governance and project job assignments to meet established milestones are also part of the responsibilities. Other duties may be assigned as necessary, and having experience with Apple products is considered a plus.

Responsibilities

• Provides end user application support, defines & documents incident scope, uses critical thinking to analyze problems, identifies root cause, troubleshoots issues to achieve first call resolution or escalate issues when appropriate.
• Triages and prioritizes incidents, monitors incidents status, takes ownership and follow-ups with other departments to ensure timely issue resolution.
• Reports for emergency response and performs assigned tasks.
• Follows up with customers to obtain additional information and ensure incident resolution.
• Utilizes application tools, assists users with access & provisioning, installs & deploys applications.
• Documents and submits new content to the knowledge base.
• Uses communication skills to listen to, identify & address customer needs while building a relationship and rapport with customers.
• Builds positive working relationships with team members, managers & all departments.
• Prioritizes and responds promptly based on severity levels to needs of the customer.
• Proactively or timely recognizes opportunities for service recovery and acts to resolve issues.
• Consistently lives out the commitment to the HonorHealth tenets of service excellence as illustrated in daily interactions with staff, faculty, physicians, patients, their families and others outside of HonorHealth: Customer Centered, Service Focused, Quality Driven, Resource Wise, and Growth Oriented.
• Maintains a professional appearance for both themselves and their work environment.
• Completes IT Governance & IT project job assignments to ensure achievement of established project milestones.
• Performs other duties as assigned.

Requirements

• Experience in IT support or help desk roles.
• Strong problem-solving skills and critical thinking abilities.
• Excellent communication skills to interact with customers and team members.
• Ability to document incidents and resolutions clearly and effectively.
• Familiarity with application tools and user access provisioning.

Nice-to-haves

• Experience with Apple products is a plus.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance