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Springbrook NY, Inc · 2 days ago

IT Support Helpdesk

Oneonta, NY 13820, USA

Full-time

Hybrid

Entry Level

$22/hr - $24/hr

1+ years exp

Springbrook NY, Inc is seeking an IT Support Helpdesk professional to provide technical assistance and support related to computer systems, hardware, or software. The role involves troubleshooting issues, documenting interactions, and maintaining customer relationships while primarily working in a remote environment.

Higher EducationHome Health CareResidential

Responsibilities

Serve as the first point of contact for customers seeking technical assistance via phone, email or ticketing system and ensure that all necessary information is obtained to resolve customer issues in a timely manner

Troubleshoot, document, and resolve technical and business process-related problems

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Accurately document and maintain records of daily data communication transactions, problems, remedial actions taken, installation activities, and logs requests and resolutions

Utilize departmental policies to determine if there can be an immediate resolution to a customer issue or if that issue requires escalation

Ability to identify trends in requests and communicate with the internal team as appropriate

Redirect questions and requests to other staff or help sources as appropriate

Record and retain logs of all account and access related requests for audit purposes

Create and maintain positive relationships with all internal and external associates

All other duties as assigned

Qualification

Information TechnologyMicrosoft softwareCustomer serviceOrganizational skillsProblem solvingTeamworkCommunication skills

Required

Associate's Degree in Information Technology or equivalent combination of technical training and experience

Strong organizational skills

Demonstrated ability to evaluate and think creatively with regard to solving problems

Demonstrated ability to work as an effective member in a team environment; ability to manage time and multi-task; and a strong customer service orientation

Possesses integrity, ethics and respect for confidentiality

Solid verbal and written communication skills with a customer-centric attitude

Proficiency in or knowledge of using Microsoft software

Be willing to expand their knowledge with industry concepts and technologies

Meet the requirements to drive Springbrook vehicles as required