Help Desk Technician Job in New York 10018, New York Us

 

Help Desk Technician - For top-ranked NYC public accounting firm.

 

 

The Helpdesk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. 

 

·         Troubleshoot, repair, install and upgrade desktop/laptop computer systems within Anchin’s Corporate LAN/WAN environment for local and remote offices. Provide 24x7 on-call support in a rotation with other Support Desk and Network Administration staff.
 

·         Monitor and maintain the Support Desk trouble ticket system and ensure that customers are assisted in accordance with established Service Level Agreements.

·         Develop and write procedures for installation, use, and troubleshooting of desktop/laptop hardware and software.

·         Apply knowledge of computer software and hardware to resolve user issues. Provide users with guidance in the proper use of Anchin’s standard software toolset, including but not limited to: Microsoft Office

·         Provide support for ancillary IT services, including but not limited to: LCD projectors, video conferencing and audio conferencing equipment, printers, fax machines.

·         Communicate technical issues with co-workers to research and implement solutions. Coordinate priorities with co-workers to ensure that all co-workers are kept up to date on the status of any particular issue through the frequent use of the Support Desk trouble ticketing system.

·         Escalate complex or high impact issues/events to other team members or support groups in a timely and appropriate manner.

·         Assist with the creation of and upkeep of accurate LAN/WAN documentation. Maintain a good working relationship with the Anchin network support personnel to ensure that impacts of changes to the Anchin network are clearly understood.

·         Follow all check lists for installation of hardware and software.  Contribute new checklists where applicable.

·         Keep skills in relevant technologies up to date and takes steps to constantly improve those skills.

·         Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

 

Requirements:

2 - 5 years of experience as a Microsoft Windows Desktop Support Technician or similar role in an environment containing a minimum of 125 Windows desktop/laptop systems which utilized Windows server based file sharing, e-mail and print services. 

2 - 5 years of experience with installation/upgrade of Intel/AMD hardware, Microsoft Office and Microsoft operating systems. 

Good hardware troubleshooting capabilities (specifically Intel/AMD systems) and experience interfacing with vendor support organizations (i.e. Dell / Lenovo Support) for advanced repair/replacement.

Excellent customer service skills. Ability to clearly articulate technical issues and solutions to non-technical users and to follow-through on completing tasks in a timely manner.

Solid understanding and experience with LAN/WAN/Internet environments. (TCP/IP knowledge -- IP addresses, subnet masks, default gateway…etc.)

Effective written and verbal interpersonal communication skills.

Ability and desire to learn new technologies

Ability to work both independently as well as on teams.

A+ and Microsoft Certification Preferred

BA/BS degree in information technology, computer science or closely related field or equivalent job experience preferred