JOB SUMMARY

The Help Desk Technician is part of a team that delivers excellent IT service and support by phone, in-person and through remote support tools to staff throughout ICL's locations in the New York City area.

ESSENTIAL JOB FUNCTIONS

• Provide tier 1 and 2 helpdesk support by phone, online and in-person through visits to NYC area locations.
• Follow established procedures to resolve common IT support requests.
• Provision and prepare IT equipment for staff.
• Maintain IT records, including asset management.
• Perform standard Active Directory management tasks.
• Assist with the development of and adherence to IT policies and procedures.
• Participate in on-call after-hours rotation schedule.
• Work with users to elicit the objectives behind their request and provide great customer service.
• Maintain a clean and well-organized work environment.
• Stay current with technology trends and continuously develop technical skills.
• Work on tasks and projects as assigned by supervisor.

EXPERIENCE

• Provide exceptional customer service.
• Using Microsoft Windows and Office.
• Performing basic hardware and software installation and troubleshooting.
• Collaborating with a team.
• Utilizing strong written and verbal communications.

QUALIFICATIONS

CompTIA A+, Network + or other technical trade certification. Prior technical training, education, or course work.