Helpdesk Support

Jersey City, NJ 07310 | Direct Hire

Job ID: 6589 Area of Specialty: Helpdesk

 

Job Description

 

Title:

Helpdesk support

Department:

Corporate Administration

Supervisor:

IT Manager

POSITION OVERVIEW/SUMMARY

The candidate will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

KEY RESPONSIBILITIES

        Troubleshoots issues as they relate to VPN, Wireless, and LAN.

        Have working knowledge

        Supports Microsoft Exchange (Office 365), and numerous other business and sales-specific programs (e.g., CRM, etc.)

          Provides level 1/2/3 Help Desk and related support to NJ, Boston offices, sales staff and other remote users:

        Manages Ticketing system and acts as an escalation point for other helpdesk members on all issues before escalating issued to management.

        Analyzes and solves all problems relating to: PCs, laptops, printers, phones, PDAs, tablets, cabling, AD servers and related end user devices.

        Installs PCs, printers and IT related accessories.

        Creates and deploys workstation images via Acronis.

        Supports VPN connectivity.

        Troubleshoot print queues.

        Support new user account / email setup and departing user account retirement

 

          Demonstrates exemplary internal customer service and teambuilding:

        Builds and maintains strong working relationships with Commercial business unit leadership and throughout the company.

        Supports users on PC operations and standard applications.

        Represents IT as required in related meetings.

 

RELATIONSHIPS

 

Reporting:

       Reports directly to IT Manager, Corporate Administration

Managerial:

       There are no direct supervisory duties.

Other:

       Interacts daily with IT Manager on a range of tasks and projects.

QUALIFICATIONS

Education:

       Bachelors degree or equivalent in Computer Science or related field.

       Preferred: CompTIA A+, Microsoft Certified Professional (MCP) or better.

 

Professional Experience:

       Minimum of 4 years of IT experience which included experience as a Support Analyst, Team Lead or similar.

 

Knowledge and Skills:

       Technical skills: Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems, Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.

       Proven analytical, troubleshooting and problem solving skills.

       Proven ability to multi-task, effectively determine priorities and meet SLAs.

       Excellent communication skills, written and oral, relationship-building and internal customer service skills.

       Adaptable and flexible in a fast changing industry and work environment; willing to work off-hours and weekends when required for projects or emergency support.

 

 

 

 

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Sue McLean
Recruiting Director, Project / Program Management & Business

Sue started working with The Connors Group in 2010, enthusiastically bringing expertise to an organization that shares her values of professional integrity and quality relationships. Sue focuses on recruiting Project / Program Management professionals for Business Transformation initiatives.  She believes that clients value a good reputation, transparency in the process of working with candidates, and depth of insight to provide expedient solutions. On the talent side, Sue knows that candidates value access to opportunity, knowledge in review of their background, and the time we take to build rapport.

Sue strives to continue as thought leader/adviser for companies who want to grow their team with project managers; and be perceived as as a source for industry trends and market intelligence. She enjoys networking in the field and working with different professional groups within the Project Management domain. As a sociology major, she has always enjoyed the “people side of IT;” connecting the companies we work with and the people we network with. She also enjoys game shows, board games, volunteering, and travel – ask her about her time on $1,000 Pyramid!


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