UJA-Federation of New York is looking for a Help Desk Support Specialist in a call center environment to assists staff in NYC, Westchester and Long Island offices with technical support of desktop computers, mobile devices applications, and related technology. Major Responsibilities:
- Troubleshoot, evaluate and resolve all desktop hardware, software, printer, and scanner issues via telephone calls, e-mail, remote desktop control tools or in person
- Troubleshoot technical errors and problems with iPads, iPhone and Android phones
- Accurately document trouble tickets in Helpdesk ticketing System and route tickets to appropriate Information Technology Technician when needed
- Set up and image Windows based PCs for new employees with the proper configuration to enable their efficient use
- Support standard applications deployed on personal computers
- Cover the Help Desk with other technicians -hours are 10 AM to 6 PM
- Work overnight or weekends on an as needed basis for scheduled upgrades or emergencies
Qualifications & Competencies:
- Work experience in a call center environment is preferable, but will consider other CS experience
- 1 to 3 years' experience on a computer service desk
- Experience troubleshooting PC hardware, software, networking other computer related problems
- Strong working knowledge of Microsoft based operating systems with emphasis on Windows 10
- Strong working knowledge of Microsoft Office 365. Must be adept with advanced features of Microsoft Word, Outlook, Excel, PowerPoint and Publisher
- Basic Mac troubleshooting skills are a plus
- Strong aptitude in spy ware and virus removal
- Strong telephone etiquette skills
- Excellent communication and instructional ability, both written and verbal
- Customer service orientation
- Strong problem analysis and problem-solving skills
- Adaptability
- Strong planning and organizational skills
- Attention to detail
- stress tolerance
- BS or BA in IT related field or other IT certifications required, and/or strong customer service background
- Excellent problem solving, organizational, listening and communication skills.
- High-energy, enthusiastic team player, flexible and easily adaptive to changing environments
- Ability to research questions using available information resources
- Ability to react to change productively and handle other essential task as assigned
Salary Information: The salary range for this role is $63,000 - 68,000 annually; commensurate with experience and qualifications listed above.