HelpDesk Support

Overview

Position Summary:

We are looking for a reliable and technically proficient Help Desk Support Specialist to provide essential IT services for a long-term state contract. This role focuses on delivering high-quality Tier 1 and Tier 2 technical assistance to end-users across multiple channels, including phone, email, and in-person support. The ideal candidate will be hands-on, managing everything from workstation setups and laptop imaging to troubleshooting complex software and printer issues within an enterprise environment.

• Provide comprehensive L1 and L2 technical support for software, hardware, and network connectivity issues.
• Perform full workstation deployments, including the physical setup of laptops, docking stations, monitors, and telephony equipment.
• Execute laptop imaging procedures to ensure standardized software environments for new and existing employees.
• Manage and resolve tickets within Service Now, utilizing search and reporting functions to track performance and incident trends.
• Troubleshoot and repair HP and Xerox multi-function printers (MFDs) and peripheral devices.
• Assist users with the setup and real-time troubleshooting of Web Ex virtual meetings.

• 5 Years (60 Months) of Technical Support:
  Proven experience in L1/L2 Help Desk environments (Phone, Email, In-person).
• 3.3 Years (40 Months) of Hardware Deployment:
  Direct experience setting up workstations, docking stations, and peripherals.
• 3.3 Years (40 Months) of Office 365 Support:
  Expertise in troubleshooting Outlook, Word, Excel, and PowerPoint.
• 3.3 Years (40 Months) of Multi-Function Device (MFD) Repair:
  Specific experience diagnosing and repairing HP and/or Xerox enterprise printers.
• 3.3 Years (40 Months) of Collaboration Support:
  Experience using and supporting Web Ex functionality.
• 3 Years (36 Months) of ITSM Tools:
  Practical experience with Service Now IT workflows (NYS ITSM experience is a plus).
• 3 Years (36 Months) of System Imaging:
  Hands-on experience with laptop imaging processes.

• Experience with in New York State (NYS) IT Service Management frameworks.
• Strong customer service skills with the ability to explain technical concepts to non-technical staff.
• Ability to lift and move computer equipment for workstation setups.

$24.25 per hour

Priority Cares Home Services is a New York-based agency dedicated to providing compassionate care to communities across Queens, Brooklyn, Bronx, Westchester, and Staten Island. We offer coordination services for various Medicaid waiver programs, including NHTD, TBI, and PCA.

Our experienced team ensures that clients receive top-quality care from their designated caregivers, with ongoing support and information available as needed. We prioritize the comfort and well-being of both clients and caregivers, ensuring that aid/caregivers are paid on time and without hassle.

MISSION
We are dedicated to delivering compassionate and reliable home care services that empower individuals to live with dignity and independence. Through CDPAP, NHTD, and TBI services, we ensure our clients receive personalized care that promotes well-being and enhances quality of life.

VISION
To lead the home care industry in providing comprehensive, person-centered services that enable individuals to thrive in their own homes while fostering greater community support and involvement.

VALUES

• Compassion
  :
  We put the well-being of our clients first, ensuring their comfort and care are at the heart of everything we do.
• Independence
  :
  We support individuals in maintaining control over their lives and decisions through personalized care.
• Respect
  :
  Every individual is treated with dignity, ensuring that their needs and preferences are prioritized.
• Integrity
  :
  We uphold the highest ethical standards in care provision, ensuring transparency and accountability.
• Inclusivity
  :
  We are committed to serving diverse populations and making our services accessible to all.