Help Desk Specialist

1 month ago


Stamford, United States Gotham Technology Group Full time

We are seeking a dedicated Service Desk/Helpdesk/End User Support Specialist to join our IT team. This role involves addressing technical issues, providing timely solutions, and ensuring high customer satisfaction.

Key Responsibilities:

  • Technical Support: Serve as the first contact for technical assistance via phone, email, or in person; diagnose and resolve hardware, software, and network issues.
  • User Account Management: Manage user accounts, password resets, and access permissions in Active Directory and other systems.
  • Maintenance: Install, upgrade, and configure software and operating systems; perform routine hardware and software maintenance.
  • Incident Management: Log and track incidents using a ticketing system (e.g., ServiceNow); prioritize and escalate issues as needed.
  • Onboarding/Offboarding: Set up workstations, email accounts, and access for new hires; deactivate accounts and recover equipment for departing employees.
  • Documentation/Training: Create technical documentation, user guides, and knowledge base articles; provide user training.
  • Project Support: Assist in IT projects like system upgrades, migrations, and rollouts; collaborate with IT team members.

Qualifications:

  • Education: Associate or Bachelor's degree in IT, Computer Science, or related field preferred.
  • Experience: 2-5 years in a service desk/helpdesk or technical support role; familiarity with Windows/Mac OS, Office 365, and business applications.
  • Technical Skills: Troubleshooting hardware/software issues, networking concepts, mobile device management (Intune/MobileIron), ITIL knowledge.
  • Soft Skills: Excellent communication, customer service orientation, problem-solving skills, ability to work independently and in a team.


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