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IT Support Technician

2 months ago

White Plains, New York, United States Cogent Infotech Corporation Full time
Job Overview

Work Arrangement: Hybrid Remote (2 days onsite per week)

Role Summary:

This position is responsible for managing incoming technical support requests from users through both phone and email channels in a professional and courteous manner. It is essential to document all relevant user information accurately. The technician will address computer-related issues promptly and escalate more complex problems to the appropriate IT support teams. Responsibilities also include assisting with the distribution of security devices, coordinating video conferencing setups, performing password resets, and facilitating software installations during regular and extended hours.

Key Responsibilities:

  • Handle incoming support requests and incidents from users via phone and email in a professional manner.
  • Utilize the ticketing system to create and resolve support tickets.
  • Remotely access user machines to troubleshoot and resolve issues.
  • Conduct password resets and address VPN access challenges.
  • Provide hands-on support at the desktop level, including software installation and system configuration.
  • Resolve various technical issues related to connectivity, performance, and hardware, including laptops and printers.

Required Skills:

  • A minimum of 4 years of demonstrated experience in a similar role.
  • Proficient in remote support via phone.
  • Excellent written and verbal communication skills.
  • Strong interpersonal skills with an emphasis on building rapport and effective listening.
  • Ability to quickly absorb and retain technical information.
  • Capable of working independently with minimal supervision.
  • Comfortable sitting for extended periods.
  • General troubleshooting skills across various hardware and software platforms.

Technical Proficiencies:

  • Windows 10
  • MS Office (2016/O365)
  • MS Outlook (2013/16/O365)
  • Intune & Webmail
  • Cisco Jabber / Meeting Place
  • Active Directory / Active Roles / Quest Password Manager
  • SAP & Maximo for password management
  • Department-specific applications as required

Education & Certifications:

An Associate degree in Information Systems is required; a Bachelor's degree is preferred.

Equal Opportunity Statement:

Cogent Infotech Corporation is an equal opportunity employer and does not discriminate against applicants or employees based on any protected characteristics.