Help Desk Technician

2 weeks ago


New York, United States Robert Half Full time

This position requires 5-days onsite per week in Manhattan.


*Not eligible for sponsorship*


Job Title: IT Helpdesk Technician


Job Summary: We are seeking an experienced IT Helpdesk Technician with a strong background in providing comprehensive technical support to end-users in a dynamic and fast-paced environment. The ideal candidate will have 3-5 years of hands-on experience and a proven track record of troubleshooting and resolving IT issues. This position requires expertise in Office 365, OneDrive, Windows, Mac, Desktop Support, Active Directory, Ticketing, Mobile Device Management, and a solid understanding of Networking best practices, specifically with DHCP and DNS.


Responsibilities:

Technical Support:

  • Provide expert-level technical support to end-users via phone, email, and in-person.
  • Diagnose and resolve hardware, software, and network issues promptly and effectively.
  • Ensure timely escalation of complex problems to appropriate teams or vendors.

Desktop Support:

  • Install, configure, and maintain desktop systems running Windows and Mac operating systems.
  • Collaborate with end-users to address software and hardware requirements.
  • Conduct routine system upgrades and optimizations.

Office 365 and OneDrive:

  • Manage and troubleshoot Office 365 applications and services.
  • Administer OneDrive accounts, ensuring data integrity and security.
  • Collaborate with users to maximize productivity through Office 365 tools.

Active Directory:

  • Administer and maintain user accounts and access permissions in Active Directory.
  • Troubleshoot and resolve authentication and authorization issues.

Ticketing System:

  • Utilize a ticketing system to track, prioritize, and document support requests.
  • Ensure accurate and timely updates to tickets, keeping users informed of progress.

Mobile Device Management:

  • Implement and manage Mobile Device Management (MDM) solutions.
  • Provide support for mobile devices, including smartphones and tablets.

Networking:

  • Apply knowledge of Networking best practices, specifically with DHCP and DNS.
  • Collaborate with the network team to troubleshoot and resolve connectivity issues.


Qualifications:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field.
  • 3-5 years of proven experience as an IT Helpdesk Technician or in a similar role.
  • Proficiency in Office 365, OneDrive, Windows, Mac, and Active Directory.
  • Experience with ticketing systems and a commitment to excellent customer service.
  • Strong knowledge of Mobile Device Management and troubleshooting.
  • Familiarity with Networking best practices, including DHCP and DNS.
  • Excellent communication and interpersonal skills.



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