IT Support Specialist

4 days ago

Tarrytown, New York, United States ENT And Allergy Associates Full time
Job Overview

ENT And Allergy Associates is seeking an experienced IT Help Desk Tier I to provide exceptional technical support to our staff. This role is a great opportunity for a motivated and detail-oriented individual to join our team.

As an IT Help Desk Tier I, you will serve as the initial point of contact for users, resolving or dispatching issues to the appropriate team while tracking these issues when necessary. You will provide prompt, efficient, and courteous service to all callers and may require in-person, hands-on help at the desktop level.

We offer a competitive salary of $55,000 - $65,000 per year, depending on experience. If you are a strong communicator with excellent problem-solving skills and a passion for delivering top-notch customer service, we encourage you to apply.

Key Responsibilities:
  • In person, hands-on training with Help Desk Manager
  • Field incoming help requests from end users via telephone and email in a courteous manner.
  • Actively monitor system alerts statuses and appropriately action them
  • Document all pertinent end user identification information, including name, department, office location, contact information, and nature of problem/issue, requests, and questions and enter that information into the Connectwise Helpdesk System in a clear and concise manner.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems if more than 10 minutes is required to the appropriately experienced technician.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • In the Tarrytown Corporate office: perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end users.
  • Resolve all level 1 issues which includes but is not limited to: adding/removing printers, unfreezing users, reporting copier issues to canon, and Microsoft office issues.
  • Helps to keep IT rooms cleaned and organized when time permits
  • Manage printer service and repairs
  • Manage Active Directory on user level
  • Create and modify NextGen user accounts
  • Create and modify Phreesia user accounts
  • Open tickets with service providers for sites with issues
  • Contact hardware manufacturers to replace and repair broken hardware
  • Complete tasks and projects assigned by supervisors on demand

Requirements:
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills.

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