Technical Support Analyst I
Technical Support Analyst I
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$ 40000 - 43000
1 Vacancy
Job Description
Overview
Note: This role is Hybrid to Pearl River New York
This role has a Hybrid work schedule with 3 days inoffice (Pearl River NY) and 2 days remote. In addition this position may require occasional evening or weekend work to accommodate system maintenance or upgrades.
As a Level 1 Help Desk Support you will be responsible for providing technical assistance and support related to computer systems hardware and software. You will respond to queries isolate problems and determine and implement solutions for end users. This role requires excellent communication skills and the ability to diagnose and resolve basic technical issues.
The Level 1 Help Desk Support role is crucial in ensuring the smooth operation of the organizations IT systems and providing essential technical support to end users. This position offers an opportunity to develop foundational skills in IT support and contribute to the overall efficiency and productivity of the organization.
Responsibilities
Technical Support
Provide firstline support to end users for computer hardware software network and peripheral devices.
Troubleshoot and resolve technical problems or escalate issues as appropriate.
Install modify and repair computer hardware and software.
Log and track all issues using Jira Service Management tool.
Equipment Refresh projects require moving laptops docks and monitors as needed.
Set up meetings and maintain conference equipment.
Organize and maintain computer lab and storage room.
Customer Service
Interact with end users via phone email in person or Teams Messaging to provide information and assistance.
Ensure a high level of customer satisfaction through timely and accurate resolution of issues.
Follow up with users to ensure problems are resolved satisfactorily.
Documentation
Document all help desk interactions including nature of problem resolution and follow up steps.
Document and maintain system processes.
Training and Knowledge Sharing
Assist in the creation and maintenance of user guides knowledge base articles and FAQs.
Provide training to end users on basic system operations and software applications.
Team Collaboration
Work collaboratively with other IT support staff to ensure efficient operation of the organizations IT systems.
Participate in team meetings and contribute to continuous improvement efforts.
Supervisory Responsibilities
This position does not have supervisory responsibilities.
Unfortunately we are unable to sponsor or take over sponsorship of an employment Visa at this time.
We are an EVerify company
The salary range for this position is $40000$43000. The successful candidates salary will depend on actual ranges of current employees in the subject position market considerations budgetary considerations geography as well as the candidates skill set level of experience and qualifications. Involved Media offers a very competitive benefits package inclusive of medical coverage dental vision disability 401k paid time off community engagement opportunities great colleagues and great learning opportunities.
Qualifications
High school diploma or equivalent required
Additional certification(s) (e.g. CompTIA A Microsoft Windows certification) a plus.
Proven experience in a help desk or technical support role is preferred.
Strong knowledge of Microsoft Windows M365 Office Suite and Mac OS. Understanding G Suite is desirable.
Basic understanding of networking concepts and protocols is required.
Must have excellent problemsolving and communication skills.
Required ability to work independently and prioritize tasks effectively.
Ability to support Actives proprietary and thirdparty applications.
Must be available or oncall for before or afterhour projects on an asneeded basis.
Ability to lift computerrelated equipment up to 25 pounds as needed.
Travel
This position does not require any regularly scheduled travel although some travel to our NYC location may be required occasionally.
Required Experience:
IC
Employment Type
Unclear
