JOB DESCRIPTION:

The IT Help Desk Technician is a key member of the Usherwood team for providing support for all managed IT clients. As a Microsoft Gold Partner, the position provides end user support for diverse IT challenges from computer hardware and application issues to mobile devices.

This in an in-office position in Syracuse, NY.

KEY RESPONSIBILITIES:

Respond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal)
Identifies, researches, and resolves technical problems of moderate complexity.
Responds to telephone, email, and on-line requests for technical support.
Documents, tracks, and monitors the client’s problem using applicable systems and tools.
Coordinate with other teams or departments to resolve service tickets
Assist in the delivery and onboarding of Managed IT services
Escalate unresolved issue to Tier II support level

EDUCATION:

Associates Degree in either Computer Science or IT is preferred
Minimum one-year experience in a technical support or help desk center is preferred
CompTIA A+ Certification is preferred

SKILLS & QUAILIFICATIONS:

Knowledge of Microsoft windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications
Ability to prioritize and multitask assigned issues in a fast-paced work environment
Positive attitude of customer service and integrity
Must be able to communicate with customers in a professional manner
Demonstrate problem troubleshooting, root cause, and resolution skills

BENEFITS

Excellent benefit offerings including: medical, dental, vision, and supplemental insurance
20 days of paid time off
Company paid life insurance and long-term disability insurance
401(k) plan with matching company contribution
Paid training and certification opportunities
Annual company store allowance

“Our growth is mirrored by the quality of people we have invested in.” – Louis F. Usherwood, CEO

Usherwood Office Technology is an Equal Opportunity Employer.

Visit us at www.usherwood.com

Usherwood Office Technology

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IT Help Desk Technician - Syracuse, NY