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Technical Support Specialist

2 months ago

New York, New York, United States UBA America Full time

JOB DESCRIPTION

TITLE:

IT Help Desk Administrator

DEPARTMENT:

Information Technology (IT)

LOCATION:

New York-USA

FLSA STATUS:

Non-Exempt

JOB SUMMARY:

We are looking for a dedicated and skilled IT Help Desk Administrator to enhance our vibrant team. The successful candidate will have a robust technical foundation, outstanding problem-solving capabilities, and superior customer service skills. This role involves delivering technical support to end-users, diagnosing hardware and software challenges, and ensuring the seamless functioning of our IT systems.

ESSENTIAL FUNCTIONS & ACCOUNTABILITIES

End-User Support:

  • Address and resolve user inquiries and issues concerning hardware, software, and network systems.
  • Deliver prompt and effective technical assistance via various communication channels, ensuring high customer satisfaction.
  • Guide users in troubleshooting hardware, software, and network-related challenges.
  • Support users with the installation, configuration, and setup of computers, peripherals, and software applications.

Troubleshooting and Issue Resolution:

  • Quickly diagnose and resolve hardware and software issues, minimizing operational downtime.
  • Carry out hardware upgrades and replacements as necessary.
  • Assist in the setup, configuration, and deployment of desktops, laptops, mobile devices, and other hardware.
  • Coordinate with vendors for hardware repair and replacement services.

Network Support:

  • Help maintain and troubleshoot network connectivity issues.
  • Configure and manage routers, switches, and other networking devices as needed.
  • Work alongside the cybersecurity team to ensure a secure and efficient network infrastructure.

System Maintenance:

  • Perform routine system maintenance tasks, including updates, patches, and security configurations.
  • Monitor IT infrastructure to ensure optimal performance and proactively address potential issues.
  • Conduct regular backups and data recovery processes.

Password Resets and Account Management:

  • Assist users with password resets and account-related inquiries.
  • Manage user accounts, permissions, and access rights.

Documentation:

  • Create and maintain detailed documentation of IT processes, procedures, and user guides.
  • Keep accurate records of support requests, resolutions, and hardware/software inventory.
  • Develop user guides and knowledge base articles to facilitate self-service for end-users.

Security and Compliance:

  • Implement and enforce IT security policies to protect company data and systems.
  • Stay updated on the latest security threats and collaborate with the security team to implement preventive measures.

Collaboration and Training:

  • Collaborate with other IT professionals and departments to enhance overall IT functionality.
  • Provide training to end-users on IT best practices and the effective use of hardware/software.

Others:

  • Assist with System End of Day processes when required.
  • Perform any other tasks assigned by the organization.

MINIMUM QUALIFICATIONS & SKILLS:

  • Proven experience as an IT helpdesk specialist or in a similar capacity.
  • Strong knowledge of macOS and/or Windows operating systems, including Active Directory.
  • Familiarity with networking principles and protocols.
  • Excellent troubleshooting and problem-solving skills.
  • Solid understanding of computer hardware, software, and peripherals.
  • Effective communication and interpersonal skills.
  • Relevant certifications (e.g., CompTIA A+, Network+, or Security+, Cisco Certified Network Associate (CCNA)) are advantageous.

Education:

Bachelor's degree in information technology, Computer Science, or a related field is preferred.

UBA America is an Equal Opportunity Employer