Orange County, NY Helpdesk Specialist
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Job Location:
Goshen, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Summary:
The Helpdesk Specialist provides Level 1 technical support to a user base of approximately 2500 individuals through various channels including phone chat email and a ticketing system. The primary focus is on resolving issues at first contact ensuring service reliability and maintaining a high level of customer satisfaction.
The Helpdesk Specialist provides Level 1 technical support to a user base of approximately 2500 individuals through various channels including phone chat email and a ticketing system. The primary focus is on resolving issues at first contact ensuring service reliability and maintaining a high level of customer satisfaction.
Location:Goshen New York United States
Responsibilities:
- Handle daily request intake and provide Level 1 triage for common IT issues such as password resets account problems Office 365 questions printer/connectivity issues and other standard support categories.
- Maintain strict adherence to service level agreements (SLAs) related to call answer time response time average handle time (AHT) and first call resolution (FCR) targets.
- Follow structured troubleshooting workflows and utilize knowledge articles and standard operating procedures (SOPs).
- Escalate unresolved incidents to appropriate support groups with complete and accurate documentation.
- Identify recurring issues and report patterns to the Helpdesk Lead for trend analysis and remediation.
- Communicate professionally and courteously to foster trust and deliver a consistent support experience.
- Update tickets in real time ensuring compliance with required fields and documentation standards.
- Handle daily request intake and provide Level 1 triage for common IT issues such as password resets account problems Office 365 questions printer/connectivity issues and other standard support categories.
- Maintain strict adherence to service level agreements (SLAs) related to call answer time response time average handle time (AHT) and first call resolution (FCR) targets.
- Follow structured troubleshooting workflows and utilize knowledge articles and standard operating procedures (SOPs).
- Escalate unresolved incidents to appropriate support groups with complete and accurate documentation.
- Identify recurring issues and report patterns to the Helpdesk Lead for trend analysis and remediation.
- Communicate professionally and courteously to foster trust and deliver a consistent support experience.
- Update tickets in real time ensuring compliance with required fields and documentation standards.
Required Skills & Certifications:
- 1 3 years of IT service desk experience.
- Strong grasp of Microsoft Office 365 Windows OS Active Directory basics and VPN troubleshooting.
- Excellent verbal communication and active-listening skills.
- Demonstrated ability to manage call volume while maintaining accuracy and professionalism.
- 1 3 years of IT service desk experience.
- Strong grasp of Microsoft Office 365 Windows OS Active Directory basics and VPN troubleshooting.
- Excellent verbal communication and active-listening skills.
- Demonstrated ability to manage call volume while maintaining accuracy and professionalism.
Preferred Skills & Certifications:
- Not specified.
- Not specified.
Special Considerations:
- Strict adherence to service levels is required.
- Strict adherence to service levels is required.
Scheduling:
- Not specified.
- Not specified.
Key Skills
- Computer Hardware
- Mac Os
- Active Directory
- VMware
- ConnectWise
- HP Service Manager
- Microsoft Windows Server
- Mobile Devices
- Windows
- Help Desk
- Operating Systems
- Remedy
