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Help Desk Support Technician

5 months ago

New York, United States DAIWA CAPITAL MARKET Full time
Job DescriptionJob Description

Job Summary

As a “Service Desk Technician – Level 2,” you would be responsible for providing technical support to end-users and resolving issues related to hardware and software. You would work closely with the other team members in our IT department to escalate and resolve complex issues. Your day-to-day responsibilities would include troubleshooting and diagnosing hardware and software issues, installing and configuring software and hardware for end-users, and documenting and tracking service requests and incident tickets. Excellent communication skills are essential for this role, as you would be interacting with end-users on a regular basis. You would need to be able to explain technical concepts in a way that is easy for non-technical users to understand, and be patient and empathetic when dealing with users. Strong problem-solving and analytical skills are also vital, as you would be required to work through complex technical issues and provide solutions in a fast-paced environment.

Essential Functions

  • Troubleshoot and diagnose advanced hardware and software issues.
  • Install and configure software and hardware for end-users.
  • Document and track service requests and incident tickets.
  • Automate application deployments via tools like Manage Engine, Ivanti, etc.
  • Collaborate with other technology teams to resolve issues and provide solutions.
  • Provide technical guidance and training to end-users.
  • Work with the other groups in the IT department to escalate and resolve complex issues.
  • Identify opportunities for process improvement and best practices in IT service delivery.
  • Maintain and update technical knowledgebase and documentation.

Required/Preferred Education and Experience

  • Bachelor’s degree preferred (not required)
  • A minimum of 3-6 years of work experience
  • Experience with operating system deployments, application packaging, advanced PC troubleshooting, and with ITSM systems like Service Now

Knowledge, Skills and Abilities

  • Excellent verbal and written communication skills
  • High level of customer service
  • Capable of multitasking and working within tight deadlines
  • Excellent knowledge of OS and application deployments
  • Detail oriented and organized, and capable of handling proper follow-up with end users.