It Helpdesk Specialist

Helpdesk Specialist – Looking for someone to grow.

Permanent, direct hire full time position

New Haven CT

$60000.00-$80000.00k plus AMAZING BENEFITS!!

Hybrid 1 days remote -

Must have excellent customer service skills and help desk experience, can do attitude and wiliness to grow!

No corp to corp or 3rd party agencies

Position Summary

As Helpdesk Specialist, you will play a crucial role in maintaining and enhancing our IT infrastructure while also supporting our Help Desk Team. The ideal candidate is a self- motivated team player with a strong IT background, excellent organizational skills, and a proactive mindset. Most importantly, looking for someone with excellent communication skills with a positive “Can Do “attitude and willing to grow.

Qualifications and Skills

• 2+ Years in IT and Help Desk experience.

• Previous experience in a law firm or legal environment is a plus.

  Strong knowledge of networking, hardware, and software systems.

• Excellent communication and interpersonal skills as well as excellent customer service skills.

Tools we currently use Candidates with any of the skills below will be given top consideration.

• · Jira: Ticketing
• · Workstations OS: Windows / Mac
• · Email: O365
• · Security: Microsoft Products
• · Network Security: SolarWinds
• · Communication: Teams, Zoom, RingCentral
• · Previous experience setting up Audio and Video conferencing equipment.
• · Great positive attitude!
• A++ Certification

Help Desk Duties and Responsibilities:

• Ensure accurate logging of all calls
• Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department
• Log all calls at point of contact noting problem symptoms and status information in order to expedite problem resolution
• Ensure problem resolution and timeliness in routing customer issues by maintaining a plan of action for issue resolution, by initiating and tracking routed issues to technical resources and by keeping the customer updated on the progress of issue resolution
• Initiate escalation when applicable to ensure management awareness of issues that are severe in nature or that are exceeding expected levels and document detailed problem resolutions according to departmental standards and to enhance knowledge base
• Consistently demonstrate a positive and professional attitude with a high level of professionalism and peer group cooperation
• Special projects or perform other duties as assigned

New Haven Onsite Support:

• Coordinate and set up video conferencing equipment for onsite meetings, ensuring all hardware and software components are functioning correctly.
• Conduct pre-event testing to identify and address any potential issues.
• Provide real-time technical support during video conferences to address any connectivity, audio, or video issues.
• Perform regular maintenance checks on equipment to ensure optimal performance.
• Coordinate with vendors for repairs or replacements as needed.

Travel

• Ability to travel to other CT locations once or twice a month, mileage will be reimbursed

Pluses include

• A++ is a huge plus
• Any other relative certifications are a plus as well