Helpdesk Technician
1375 Broadway New York City, NY 10018 US
Job Description
Responsibilities
- Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
- Document in our ticketing system all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution within our ticketing system and where appropriate our knowledgebase system.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Follow all check lists for installation of hardware and software. Contribute new checklists where applicable.
- Perform post-resolution follow-ups to help requests
Formal Education & Certification
- 2 year college diploma or higher in the field of computer science
- 1+ years work experience in Information Technology
- Certifications in Comptia A+, Microsoft MCP or MCTS a plus.
Meet Your Recruiter
Cara Partovich
VP of Recruiting
A graduate from Penn State where she received her degree in Communications and Business. She has been with TPG since February 2016, and got into recruiting as she has always been intrigued by it. When she is not in the office you can find her hanging in the city or traveling with her husband, baby girl and dog.