Help Desk Technician II

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


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.


  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
  17. Work in tandem with IT Operations management for setting up new sites and expansion of existing sites.
  18. Other job duties that are assigned.


  • Associate or BSc degree in Computer Science, Information Technology or relevant field
  • At least one year experience as a help desk technician


  • Bachelor’s Degree
  • Experience in a Healthcare setting preferred


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