IT Helpdesk Associate

$40,000 - $50,000/Yr

Eclerx - New York, NY

Full-time

New York, NY

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

We are seeking a motivated and customer-focused IT Help Desk Technician to join our team! In this role, you will be the first point of contact for our internal and external clients, VIPs, and users, providing exceptional technical support across various communication channels. You will leverage your problem-solving skills and IT expertise to troubleshoot technical issues, ensure smooth system operation, and maintain a positive user experience. The IT Help Desk Technician will be responsible for providing prompt and efficient technical support to clients, users, and VIPs via phone, email, chat, and in-person assistance. You will troubleshoot a wide range of technical issues related to hardware, software, network connectivity, VC devices, and user accounts. Additionally, you will diagnose and resolve issues related to common software applications such as Microsoft Office, M365/O365, MS Teams, and Adobe Suite. Routine maintenance tasks such as software updates, system backups, and user account management will also be part of your responsibilities. You will install and configure basic IT equipment and software, manage and maintain an accurate inventory of IT assets, and log all service requests within the ITSM system, ensuring timely resolution within agreed SLAs (Service Level Agreements). Documenting solutions and procedures to maintain a knowledge base for future reference is essential, as is participating in ongoing training programs to stay up-to-date with the latest technologies.

Responsibilities

• Provide prompt and efficient technical support to clients, users, and VIPs via phone, email, chat, and in-person assistance.
• Troubleshoot a wide range of technical issues related to hardware, software, network connectivity, VC devices and user accounts.
• Diagnose and resolve issues related to common software applications (e.g., Microsoft Office, M365/O365, MS Teams, Adobe Suite).
• Perform routine maintenance tasks such as software updates, system backups, and user account management, video conferencing.
• Install and configure basic IT equipment and software.
• Manage and maintain an accurate inventory of IT assets.
• Log all service requests and track them within the ITSM system, ensuring timely resolution within agreed SLAs (Service Level Agreements).
• Document solutions and procedures to maintain a knowledge base for future reference.
• Participate in ongoing training programs to stay up-to-date with the latest technologies.

Requirements

• Minimum 2-3 years of experience in a technical support role or related field.
• Proven ability to troubleshoot and resolve technical issues efficiently.
• Excellent communication, interpersonal, and customer service skills.
• Strong analytical and problem-solving skills.
• A working knowledge of Windows and Mac operating systems.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Familiarity with cloud computing concepts is a plus (e.g., AWS, Azure, Google Cloud).
• Ability to learn new technologies quickly.
• Excellent time management and organizational skills.
• Ability to work independently and as part of a team.

Nice-to-haves

• Certification in ITIL v3/v4, CompTIA A+, or relevant technical support certifications.
• Experience with network and server administration.
• Experience using remote desktop software tools.
• Excellent written and verbal communication skills.

Benefits

• Good Health Benefits and Vacation policy.
• HR is quick to respond and helpful with questions.
• Great company always provided overtime if you wanted it.
• They have good benefits plans every year.