ICL

Help Desk Technician I

Job Locations US-NY-New York
Position Number
IT514404
Department
Department of Technology
Type
Regular Full-Time
FLSA Status
Non-Exempt

Overview

Under the general supervision of the Help Desk Manager, the Help Desk Technician II’s role is to maintain daily performance of computer systems; Install, modify, and repair computer hardware and software.

Clean up computers; to deliver quality technical support for ICL employees and partners.

Responsibilities

  1. Responding to queries on the phone, via email, in person, or through remote access.
  2. Offering technical assistance on the delivery, configuration, set up, and routine maintenance.
  3. Performing remote troubleshooting through diagnostic techniques and pertinent questions.
  4. Providing accurate information on IT products or services.
  5. Follow up and update customer status and information.
  6. Maintain accuracy and timeliness of asset management information.
  7. Maintain accuracy and timeliness of active directory information.
  8. Maintain solid and up to date computer images for the enterprises.
  9. Writing and editing training manuals.
  10. Create and maintain knowledgebase for IT support and self-services.
  11. Training computer users.
  12. Training other staff on troubleshooting and diagnosing problems.
  13. Gaining feedback from customers to improve training methods.
  14. Identify and suggest possible improvements on procedures.
  15. Running reports and analyzing common complaints and problems.
  16. Handle customer requests in a professional and timely manner.

Other job duties that are assigned.

Qualifications

  • Associate or BSc degree in Computer Science, Information Technology or relevant field
  • Proven work experience as a help desk technician.

PREFERRED EDUCATION AND/OR EXPERIENCE:

  • Bachelor’s Degree
  • Experience in a health care setting preferred

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