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Help Desk Specialist - Entry Level


Job ID : 15856

Job Title : Help Desk Specialist - Entry Level

Location : New York, NY

Company Name : Pixafy

Industry : Information Technology

Salary : $34,000 - $60,000  per month

Job Type : Fulltime

Posted on: 2020-11-03


Required Skills : Troubleshooting Skills, Analytical Skills, CCNA. VCP. Documentation Skills

Benefits : No benefits are available


Job summary

  • Reporting to the Technology Services Manager, the Help Desk Specialist provides call and ticket triage functionality, dispatch assistance at the request of the Service Desk Manager, remote and on-site, first-level technical support for Net at Work Managed and Support Clients. On average, the Help Desk Specialist works towards resolving around 10-15 technical support issues daily, addressing service-related problems in the areas of Windows and Apple desktop operating systems and basic Office 365 and Active Directory account management. Our service delivery model is based on high touch, white glove-style service for our managed and support clients. We strive to be the outsourced IT Department for our clients, as well as a strategic partner. Exceptional client relationships drive our success!
  • Successful candidates are self-motivated, possess a sense of urgency, and demonstrate critical thinking and exceptional interpersonal skills. Strong familiarity with IT managed services and ConnectWise is preferred.

Responsibilities

  • Be an integral part of our growing Service Desk, aiding and supporting the team and our client base with positivity, integrity, and dedication to the end-user experience
  • Perform remote analysis, diagnosis, and resolution of desktop and end-user technology issues
  • Document all steps and troubleshooting steps in the ConnectWise Manage system
  • Provide on-site assistance to client end-users as requested by the Service Manager
  • Utilize MSP Tools such as ConnectWise Manage, Automate, IT Glue, and BrightGauge to drive efficiency and leverage across the client base
  • Ensure Customer Satisfaction and Strong customer service focus with excellent communication skills and a pro-active attitude
  • Work with the Technical Team Lead and the Service Manager to escalate trouble tickets
  • Attend weekly/monthly department meetings
  • Stay current with industry and technology news, trends, and best practices
  • Provide after-hours support as part of an on-call rotation

 Qualifications

  • At least 1 year of field service for Windows desktop support is preferred or a bachelor’s degree in a related technical disciple.
  • Excellent troubleshooting and analytical skills
  • Ability to prioritize and manage time effectively
  • Team Player
  • Passionate about, and dedicated to the client experience
  • Excellent written and verbal communication skills
  • Outstanding attention to detail
  • Strong documentation skills
  • Microsoft Certifications a plus
  • VCP Certification a plus
  • CCNA Certification a plus

Technology Skills

  • Windows and Apple Desktop Operating Systems
  • Window Server
  • Workstation and Server Hardware
  • Printers and Multifunction Machines
  • Microsoft Office 365
  • Enterprise Level Backup Solutions: Backup Exec, NetBackup, Zerto, VEEAM
  • BDR Technologies: Datto, Axcient, eFolder, Cloudberry
  • Microsoft Office 365
  • Cloud Infrastructure: Amazon AWS, Azure
  • PSA: ConnectWise, Autotask
  • RMM: ConnectWise Manage (Labtech), Continuum, AVG Managed Workplace, Kasaya

 Competencies

  • Communications – Written and Oral
  • Analytical Skills
  • Customer Focus
  • Team Player

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