Help Desk Technician (Smithtown, NY 11787)
Resumes without
full name and current address (city and state a minimum) will not be reviewed
Overview:
The Support Center Level 1 Technician position is a
mid-level technical position based in Smithtown, NY. This group is focused on
resolving issues remotely for our nationwide client base. The Help Desk
Technician responds to, resolves and escalates incoming technical client issues
and requests submitted by phone or e-mail.
Responsibilities:
·
Provide expert remote desktop support, expert
systems administration, and intermediate to advanced systems engineering
support with a focus on:
· --Service delivery quality
· --Technical excellence
·
Drive to meet and exceed organizational goals
for: Utilization, Customer Satisfaction, First Contact Resolution Rate and Average
Speed to Answer
·
Demonstrate strong customer service skills to
provide phone support including:
· -- Listening to the customer to gain an accurate
understanding of the situation.
· --Being empathetic to the customer’s situation and
having a sense of urgency to resolve the issue.
· --Producing accurate, detailed documentation at
the client, problem and incident level.
· --Resolving conflict.
·
Follow task creation, work, closure, and
escalation procedures.
·
Excel in the areas of: Remote troubleshooting, Client
Service Skills, Professionalism and Punctuality.
Requirements:
·
Will have current Call Center / Help Desk experience.
·
Current experience with troubleshooting and providing
remote technical support in Windows environments:
· --Current desktops, laptops, servers and
networking basics.
· --Current Windows Desktop Operating Systems.
· --Current Windows Server Operating Systems and
services.
· --Common desktop applications including Microsoft
Office Suite.
· --Common TCP/IP services including HTTP, FTP, DNS,
and DHCP.
·
Hands-on software and hardware troubleshooting
experience.
·
Strong interpersonal, written and oral
communication skills, attention to detail.
·
Ability to present ideas and solutions in
user-friendly language.
·
Highly self-motivated and directed.
·
Proven analytical and problem-solving abilities.
·
Strong customer service orientation.
This is a permanent, full time position; NOT A
CONTRACT. All candidates MUST be local to Smithtown, L.I., NY. Please do not
apply if you are not local, even if you would pay your own relocation.
All candidates must be legally eligible
to work in the United States without sponsorship and must reside locally.
Sorry, no Visa sponsorship or Transfers at this time. No 3rd Party Recruiters
unless you represent a local candidate with ALL of these qualifications
RESUMES FROM OUTSIDE OF THE US
WILL NOT BE READ
