Helpdesk Technician

NY - CWC
12 Masonic Ave
Camden, NY 13316, USA

The Helpdesk Technician provides first-line IT support, diagnosing and resolving technical issues for users with computer hardware, software, and network problems through phone, email, or in-person interactions. Key responsibilities include managing support tickets, documenting issues, escalating complex problems to higher-level technicians, and educating users to ensure smooth and seamless use of technology.

• Provide first-line technical support to end-users via phone, email, and remote desktop tools.
• Troubleshoot and resolve hardware and software issues on Windows-based devices.
• Help support Azure cloud services, including user accounts and security settings.
• Diagnose and repair hardware malfunctions, including PCs, laptops, printers, and peripherals.
• Maintain accurate records of support interactions and solutions provided.
• Collaborate with other IT staff to implement new technologies and updates.
• Ensure timely follow-up on outstanding issues and escalate complex problems to senior technicians or manage service providers.
• Educate end-users on best practices and preventive measures to reduce technical issues.
• Participate in team meetings and contribute to the continuous improvement of support services.

Daily communication with the IT Manager to be sure objectives are met.

Support and comply with company policies and procedures as applicable.

Demonstrate a positive and supportive attitude.

• High school diploma or equivalent with experience;
  Minimum of an associate's degree in information technology or related field preferred.
• Proficiency in Windows operating systems and Microsoft Office applications.
• Previous experience in a corporate helpdesk environment.
• Experience with Azure cloud services and managing user accounts.
• Strong hardware troubleshooting skills for PCs, laptops, printers, and peripherals.
• Exceptional customer service skills, with a focus on effective communication and problem-solving.
• Ability to work independently and collaboratively in a team environment.
• Strong organizational skills and attention to detail.
• Certifications such as CompTIA A+, Microsoft Certified:
  Azure Fundamentals, or similar are a plus.

• Standard Manufacturing Plant Working Conditions
• 10-15% of time spent on the shop floor
• 25% travel to other location

As a Helpdesk Technician you can earn $62,000 to $65,000 per year. We offer low cost health benefits including medical, dental, vision, 401K company match, short/long term disability, PTO, 10 holidays per year and EAP.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.