Job description

Overview:

The Help Desk Technician is the first point of contact for Excelsior Computer Consulting in responding to client issues and inquiries.

Responsibilities:

• Manage Help Desk tickets in a timely manner
• Responding to queries on the phone, via email, in person, or through remote access.
• Provide customer assistance to trained level
• Document customer interactions in current platform
• Run diagnostics to resolve customer reported issues
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved
• Document interactions in notes according to procedures for easy invoicing
• Maintain open dialogue with other team members
• Provide availability to Brandon Morris
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Training computer users.
• Training other staff on troubleshooting and diagnosing problems.
• Gaining feedback from customers to improve training methods.
• Running reports and analyzing common complaints and problems.
• Performing Onsite Support as needed and approved
• Performing Remote Support as appropriate
• Additional task and requests from direct manager.

Job Types: Part-time, Contract, Permanent

Pay: $20.00 - $25.00 per hour

Experience level:

• 1 year

Schedule:

• Monday to Friday
• On call

Ability to commute/relocate:

• Blossvale, NY 13308: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: Hybrid remote in Blossvale, NY 13308

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