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New York City Housing Development Corporation · 3 days ago

Junior Help Desk Technician

New York, NY

Full-time

Onsite

Entry Level

$60K/yr - $75K/yr

1+ years exp

New York City Housing Development Corporation is seeking a Junior Help Desk Technician to provide IT assistance to users. The role involves troubleshooting technical issues and ensuring effective communication with users to resolve their problems.

FinanceLendingProperty Development

Comp. & Benefits

Responsibilities

Responds to end-user requests for technical assistance by phone, email, or ticketing system

Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards

Collects information about problems and leads users through diagnostic procedures to determine sources of errors, determines whether problems are caused by hardware or software and then dispatches trouble tickets to IT staff detailing all necessary information and response priority. Logs and tracks issues using the Helpdesk software, and determine incident type, priority, and category for each issue

Utilizes product information or solution database to research, troubleshoot, and deliver solutions

Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed

Escalates problems to appropriate levels or teams to achieve issue resolution

Configure, ship, and track all new hire equipment for onboarding new employees and ensure proper collection of assets upon employee departures; maintain inventory of all employee-issued assets

May support installs or upgrades of software or devices, set up user profiles, or reset passwords

Assist with copier and printer maintenance

Assist with conference room AV equipment support and maintenance

Coordinate with vendors for hardware repairs and warranty services

Support for specific systems, related software deployments, or IT projects as needed

Provide any additional operational support that the company deems necessary

Qualification

Troubleshooting skillsMicrosoft WindowsDesktop supportIT CertificationsMicrosoft OfficeCommunication skillsOrganizational skillsInterpersonal skillsProblem-solving abilitiesTeamwork

Required

Associate degree and at least 1 year of IT experience

1-3 years of related IT experience

Minimum one-year experience working with IT equipment

Excellent troubleshooting skills: ability to effectively assist users, resolve issues and escalate as necessary

Experience configuring and troubleshooting Microsoft Windows

Experience in troubleshooting desktop and mobile device issues

Demonstrated problem-solving abilities

Strong communications, organizational and interpersonal skills

Demonstrated ability to work independently and as part of a team

Ability to work in a fast-paced environment and demonstrate grace under pressure

Ability to work effectively in a team environment. Display effective communication and coordinate with all team members, due to the unpredictable nature of Helpdesk work