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Alacrinet · 6 hours ago

Help Desk Technician

Buffalo, NY

Full-time

Hybrid

New Grad, Entry Level

Alacrinet is seeking a Help Desk Technician to provide exceptional Tier I support. The role involves troubleshooting, customer service, and assisting staff with various software applications and remote access needs.

ConsultingInformation TechnologySecurity

Responsibilities

Exceptional Tier I experience with a focus on strong troubleshooting skills, customer services and follow through on assignments

Overseeing escalated Tier I issues and assessing before transferring to senior technical staff

Knowledge sharing and cross training in a team and one on one setting

Maintain advance knowledge of client's standardized software applications to assist in problem resolution and needs assessment

Assisting Manager and Director with specific portals such as Google, Duo Mobile; Smart Deploy and Active Directory

Mandatory preparation of SOPs and user guides for all applicable solutions

Assisting all staff via phone, email, and Helpdesk ticketing solution in a courteous and efficient matter

Support end-users with remote access on desktops/laptops and mobile devices across platforms

Knowledgeable in VDI and assist end-users in developing working knowledge of all solutions

Ability to train and conduct new-user orientations on both hardware and software

Support all users with remote and mobile/wireless device needs

User support and setup of Click Share/laptops for Zoom/WebEx webinars and conferences

Coordinate onboarding, offboarding, moves and changes as requested by supervisor

Perform tasks and functions as required by manager and directors

Perform other tasks and services needed by the end-user community, such as lifting, moving, boxing, and unboxing of equipment

Qualification

Troubleshooting skillsCustomer serviceStandardized softwareActive DirectoryVDI knowledgeTraining abilitiesRemote supportSOP preparationHelpdesk ticketingZoom/WebEx support