Help Desk Specialist - Entry Level - New York, NY

Help Desk Specialist - Entry Level
New York, NY 10018
Come work for Net at Work ranked #29 among the world s 501 most strategic and innovative managed service providers (MSPs) and the top Sage partner in North America!

About Net at Work

For businesses that want to unleash new levels of efficiency, performance and success, Net at Work provides expert services and solutions that unlock the transformational power of technology. We combine technology and business expertise with exceptional care to build long-term, trusted relationships. We re problem-solvers and promise-keepers. Those are the twin principles upon which Net at Work was founded, and they re what our clients tell us they value most about their relationships with us.

While we provide a variety of technology-related business services delivered by a diverse group of 200-plus dedicated professionals, we are a single, tight-knit team. We share challenges and solutions, victories and failures, valuing each team members contribution to the whole. One company, with one goal: enable our clients to unleash their potential through the transformative power of technology.

Job summary

The Network Infrastructure/Managed Services Group within Net at Work is looking for an IT Professional to join our rapidly growing team. Reporting to the Technology Services Manager, the Help Desk Specialist provides call and ticket triage functionality, dispatch assistance at the request of the Service Desk Manager, remote and on-site, first level technical support for Net at Work Managed and Support Clients. On average, the Help Desk Specialist works towards resolving around 10-15 technical support issues daily, addressing service related problems in the areas of Windows and Apple desktop operating systems and basic Office 365 and Active Directory account management. Our service delivery model is based on a high touch, white glove-style service for our managed and support clients. We strive to be the outsourced IT Department for our clients, as well as a strategic partner. Exceptional client relationships drive our success!

Successful candidates are self-motivated, possess a sense of urgency and demonstrate critical thinking and exceptional interpersonal skills. Strong familiarity with IT managed services and ConnectWise is preferred.

Responsibilities

• Be an integral part of our growing Service Desk, aiding and supporting the team and our client base with positivity, integrity, and dedication to the end-user experience
• Perform remote analysis, diagnosis, and resolution of desktop and end-user technology issues
• Document all steps and troubleshooting steps in the ConnectWise Manage system
• Provide on-site assistance to client end-users as requested by the Service Manager
• Utilize MSP Tools such as ConnectWise Manage, Automate, IT Glue and BrightGauge to drive efficiency and leverage across the client base
• Ensure Customer Satisfaction and Strong customer service focus with excellent communication skills and a pro-active attitude
• Work with the Technical Team Lead and the Service Manager to escalate trouble tickets
• Attend weekly/monthly department meetings
• Stay current with industry and technology news, trends and best practices
• Provide after-hours support as part of an on-call rotation

Qualifications

• At least 1 year of field service for Windows desktop support is preferred or a bachelor s degree in a related technical disciple.
• Excellent troubleshooting and analytical skills
• Ability to prioritize and manage time effectively
• Team Player
• Passionate about, and dedicated to, the client experience
• Excellent written and verbal communication skills
• Outstanding attention to detail
• Strong documentation skills
• Microsoft Certifications a plus
• VCP Certification a plus
• CCNA Certification a plus

Technology Skills

• Windows and Apple Desktop Operating Systems
• Window Server
• Workstation and Server Hardware
• Printers and Multifunction Machines
• Microsoft Office 365
• Enterprise Level Backup Solutions: Backup Exec, NetBackup, Zerto, VEEAM
• BDR Technologies: Datto, Axcient, eFolder, Cloudberry
• Microsoft Office 365
• Cloud Infrastructure: Amazon AWS, Azure
• PSA: ConnectWise, Autotask
• RMM: ConnectWise Manage (Labtech), Continuum, AVG Managed Workplace, Kasaya

Competencies

• Communications Written and Oral
• Analysis Skills
• Customer Focus
• Team Player

This position is based in our New York City headquarters walking distance to Port Authority, Times Square and Penn Station.
We are an AA/EOE employer.