Help Desk Support Specialist

2 days ago


New York, New York, United States A-Line Staffing Solutions Full time
Job Summary:

The Help Desk Analyst provides 1st level Service Desk support for over 12,000 PC/Mac end-users located throughout the country, as well as international users. This role is responsible for delivering technical customer support over the phone in a call center environment, making a distinction between level 1 and level 2 end-user problems.

Key Responsibilities:

Provide 1st level Service Desk support for end-users via phone or electronic requests
Perform question/problem diagnosis, coordinate identification and resolution processes, and guide users through step-by-step problem resolutions
Track and report on Service Desk activities by placing incidents into an ITSM Solution, ServiceNow
Escalate level 2 requests to Desktop Technicians or Network Engineers

Requirements:

3+ years of experience in the field of IT Service Desk or end-user support
Ability to deliver technical customer support over the phone in a call center environment
Experience identifying, troubleshooting, and resolving technical computer-related problems
Experience with PC/Mac OS and server platforms, including Active Directory, SCCM, Casper, and/or Windows/Mac desktop applications
Experience with Mobile Device Support (Windows, IOS, Android)
Strong understanding of basic networking protocols
Experience supporting Adobe products (InDesign, Photoshop, Illustrator, Acrobat)
Experience with font management software (UTC)
Exceptional oral and written communication skills
Ability to master new computer technologies
Ability to maintain cooperative working relationships while demonstrating sensitivity and respect for diverse populations

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