Helpdesk Technician

Build upon your initiative and expand your ability to deliver impressive results.

We are a leading wine and spirits distributorship in Greenpoint, Brooklyn, New

York.

Helpdesk Technician

Job Description

This position will be for a Helpdesk Technician operating to provide broad-based support

to Empire's user community. The position will encompass dynamic responsibilities,

including support of existing systems, laptops, desktops, iPads, end-user applications,

phones (virtual and physical), and Office 365. The selected individual will work closely

with users and other IT professionals to ensure an excellent level of customer service

Major Duties

• Respond to requests for technical assistance in person, via phone, or electronically.

• Diagnose and resolve technical hardware and software issues

• Research questions and problems using available information (online, books, etc.)

resources.

• Follow Standard Help Desk Procedures.

• Log all Help Desk Interactions via ITSM

• Administer and use the ITSM tool to keep track of all incidents and service

requests.

• Identify and escalate situations requiring urgent attention.

• Track and route requests and document resolutions.

• Prepare Activity Reports.

• Stay current with system information, changes, and updates.

• Proactively support the Empire Merchants user community.

• Ensure that any requests assigned are completed in a timely fashion. Escalate to

immediate supervisor if assistance is needed.

• Knowledge of Microsoft Products (Windows 10, Windows 11, iOS, MS Office, and

O365).

• Basic knowledge of Active Directory and Intune.

• Support 8x8 Call Center end-user phones and software.

• Ability to configure and support wireless devices (air cards, cell phones).

• Ability to remotely diagnose and resolve hardware, software, and communications

issues.

• Prepare and maintain technical documentation.

• Interact with Empire Merchants vendors for support.

Requirements

• 1 year experience providing user support

• Capable of working well with others.

• Ability to interact one-on-one to resolve users' issues.

• Ability to redirect problems to the appropriate resource.• Strong organizational and time-management skills to manage multiple priorities

in a fast-paced environment.

• Outstanding problem-solving skills