Help Desk Associate

New York, NY, United States

Job Description

SUMMARY OF JOB PURPOSE :

The Helpdesk Associate plays a crucial role in ensuring the smooth operation of Information Technology (IT) systems by providing frontline technical support and assistance to end-users. The primary purpose of this position is to promptly respond to user inquiries and troubleshoot and resolve hardware, software, and network issues. The Helpdesk Associate is responsible for accurately documenting support requests, tracking progress, and managing the resolution process within defined service level agreements (SLAs). The Helpdesk Associate also plays a vital role in user account management, software, and hardware setup, and maintaining an up-to-date inventory of IT assets.

The Helpdesk Associate will also collaborate with cross-functional teams, such as other IT departments and vendors, to resolve complex technical issues that require specialized expertise. The incumbent should be abreast of emerging technologies, industry trends, and best practices in IT support in order to enhance the technical knowledge and skills of the department. The Help Desk Associate will need to have a positive demeanor ensuring that end-users receive timely and accurate support that result in increased productivity and user satisfaction.

PRIMARY JOB RESPONSIBILITIES :

Provide level one (1) and two (2) technical support to end-users via phone, email, remotely, and in-person. Escalates more complex issues to higher-level support teams.

Respond to and resolve support tickets in a timely manner according to defined service level agreements (SLAs).

Identify, troubleshoot, and resolve hardware and software issues for desktops, laptops, printers, mobile devices, and other peripherals.

Install, configure, and maintain software applications, operating systems, and hardware components.

Set up and maintain user accounts and access privileges in Active Directory and other systems.

Collaborate with other teams to escalate and resolve complex technical issues.

Document support activities, including issue resolutions, troubleshooting steps, and knowledge base articles.

Assist in the development of and continuously maintain IT documentation, procedures, troubleshooting articles, best practice resources, and policies.

Conduct training sessions and create user guides to educate end-users on basic IT concepts and applications.

Maintain inventory of IT assets, including tracking and auditing hardware and software licenses.

Uphold the values of DBI Consultants and the culture espoused by Our Foundation.

Consistently demonstrates professionalism, integrity and the highest standards of ethical behavior and professional conduct; conducts oneself in a manner that reflects favorably on the organization.

Maintain the confidentiality of proprietary and sensitive information, exercising sound judgment and discretion in any disclosure of information related to DBI Consultants and its endeavors.

Commits to continuous improvement and professional development for self and team members.

Perform all other duties as assigned.

REQUIRED QUALIFICATIONS

Bachelor's degree in computer science, Information Technology or a related field.

Minimum one (1) year of experience managing users in Active Directory and Exchange, monitoring and managing system performance and providing desktop support, preferably level one (1) and two (2) support. Any equivalent combination of related education and/or experience may be considered.

Demonstrates thorough skill set in Active Directory administration, Microsoft office portfolio, including Office 365, Exchange, SharePoint, and Skype for Business.

Familiarity with network protocols, hardware, and troubleshooting techniques.

Excellent problem-solving, technical knowledge, and analytical skills to diagnose and resolve technical issues.

Sound listening, verbal and written communication skills, with ability to translate detailed technical details to non-technical audience.

Strong customer service orientation with the ability to remain calm and professional in high-pressure situations.

Proven track record for documenting work.

Ability to work independently and collaboratively in a team-oriented environment.

SKILLS AND ABILITIES

Motivated with strong interpersonal skills.

Experience with Ticketing Systems.

Demonstrates respect toward others, as well as advocates integrity, responsibility, and accountability.

Adaptable, flexible, and adheres to standards of ethical behavior and professional conduct, open and honest communication, and a commitment to continuous improvement and professional development.

Ability to put together a professional presentation.

Deep knowledge of how processes work.

Exemplary time management, as well as detail-oriented with strong organizational skills to prioritize and manage multiple tasks.

Ability to maintain confidential and sensitive information.

WORKING CONDITIONS :

Work is conducted primarily in an indoor office environment with protection from weather conditions and with exposure to noise typical of an office or administrative setting. This position will provide remote support and occasionally assist end-users on-site. The incumbent may be required to work flexible hours, including evenings, weekends, and holidays depending on business needs and rotating shift schedules. Occasional travel may be required for training or on-site support visits.

PHYSICAL ACTIVITIES AND REQUIREMENTS :

Work requires the physical ability to lift and carry equipment weighing up to fifty (50) pounds, climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering (keyboarding) and repetitive hand motion, grasping, or feeling.

The work requires close visual acuity, with or without correction, to prepare reports containing words, symbols, and numerical figures; the incumbent is required to view a computer terminal, use a keyboard, read printed documents, make detailed visual inspections, perceive color, perceive depth, and have a sufficient field of vision to carry out all inspection and related duties.