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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 IT support team. The ideal candidate should have a robust technical foundation, outstanding problem-solving capabilities, and superior customer service skills. The role involves delivering technical support to users, diagnosing hardware and software challenges, and ensuring the effective functioning of our IT systems.

ESSENTIAL FUNCTIONS & ACCOUNTABILITIES

End-User Support:

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

Troubleshooting and Issue Resolution:

  • Quickly diagnose and rectify hardware and software issues, minimizing operational downtime.
  • Conduct hardware upgrades and replacements as necessary.
  • Assist in the setup, configuration, and deployment of desktops, laptops, and other devices.
  • Coordinate with vendors for hardware repairs and replacements.

Network Support:

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

System Maintenance:

  • Perform routine system maintenance tasks, including updates, patches, and security configurations.
  • Monitor IT infrastructure for 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 thorough 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 uphold 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:

  • Work alongside other IT professionals and departments to improve overall IT functionality.
  • Provide training to end-users on IT best practices and the use of hardware/software.

Others:

  • Assist with System End of Day processes when required.
  • Perform any other tasks as 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