Help Desk Support Technician

This position provides a first line of helpDesk Support to all company employees, assisting them with hardware and software related issues via phone, email or on-site visits.

Duties and Responsibilities

• Manage Help Desk tickets in a timely manner.
• Respond to employee issues via phone, email, computer chat or site visit.
• To take ownership of user problems and be proactive when dealing with user issues and follow up to ensure issues are resolved.
• Support users in the use of computer equipment and software by providing the necessary training and advice.
• To arrange for external technical support where problems cannot be resolved in house.
• Escalate issues to next level when necessary.
• Obtain general understanding of OS and application operations related to company offered services.
• Creating, editing and organizing department documentation.
• Provide onsite support to any of IWS's facilities in NY/NJ. Travel within the area is required when needed. Requires about 25% local travel to other company sites.

• Strong knowledge of Microsoft based operating systems within a network environment.
• Strong knowledge of the Microsoft Office suite of applications.
• Use of computer imaging software.
• Ability to diagnose and resolve basic computer technical issues.
• Use of Apple Mobile devices and tablets.
• Good understanding of TCP/IP networking.
• Good understanding of PC hardware set-up and configuration.
• Ability to work independently and efficiently to meet deadlines.
• Highly organized to keep Help Desk tickets in order.
• Excellent oral communication skills.
• Being able to carry or transport various hardware.
• Self-motivated, detail oriented and organized.