More jobs:
IT Help Desk Technician
Job in
Village of Brewster, Putnam County, New York, USA
Listing for:
Peckham Industries, Inc.
Full Time
position
Listed on 2026-11-10
Job specializations:
-
IT/Tech
HelpDesk/Support, Technical Support, IT Support
Job Description & How to Apply Below
Job Summary:
TheITHelp Desk Technicianwillrespondtouserinquiries ,diagnose,andresolvehardwareandsoftwareproblems,andmaintaindocumentationofsupportrequests.
Thispositionwilloftenworkinafast-paced environment,collaboratingwithotherITprofessionalstoensureaseamlessandproductiveuserexperience.
Provideafriendly,quick,andhelpfulfirstpointofcontactforendusersthroughourhelpdeskviaphone,email,andcomputerchat.
Communicatetotheend-userthestatusoftheirticketeverystepoftheway,notifythemofanychangesoroutagesrelatedtotheirissue.
Providetheclientwithremotetroubleshootingandremote/onsitehardwaremaintenanceandsupport.
Useourticketingsystemtoworkon,and resolve,helpdesktickets&servicerequestswhileeffectivelydocumentingend-user interactions,stepstaken,and results.
Manageandrecordallwork.
Provideknowledgebasearticlesfortechnicalteamandusers.
EstablishKPI’s:
FCR>=80%,Cust Sat>=90%,Firstresponse>80% andlowrepeatincidents.
Mastertier1levelincidentsandshowabilitytoresolvetier2levelincidents.
Positivefeedbackonprojectparticipation.
Followthescheduleprovidedbythe Service Delivery Manageror Service Coordinator .Follow Standard Operating Procedures (SOPs) fordaily/weeklyrecurringtasks.
Submittimesheets&expensereportsasindicatedontheirSOPs.
Maintaintechnicaldocumentationandservicecatalogoninstallationofsoftware,configurationofhardwareandproblemtroubleshooting.
Escalateissuestothenexttierwiththenextlevelofdifficulty.
SupportthesuccessfuldeliveryofITprojectsbothremotelyandonsiteasneeded.
Adheretoallsecurityprotocolsandactivelymonitorforpotentialvulnerabilities.
Communicateriskspromptlytothe Service Delivery Managerandcontributetoriskmitigationstrategies .Seekcontinuousimprovementopportunitiesandofferthoughtful,actionablesuggestionsforenhancingsystemsandprocesses.
Actaslocalresourcefor Automation and Infrastructureproblems .
Experience:
Yearsexperienceworkingeitherona Helpdeskorfora Managed Service Provider (MSP)/ITSupport
Business;preferred.
Experienceusinga Ticketing system/RMMToolsoftware,providingsupportviaremotetoolsandhandling
Technical Service Ticketsaplus .
365
Platformpreferred.
Proficiency in Englishspokenandwritten.
9:30AM-6PM
Theabilitytokeepupwith&adapttothefast-pacedITworldpreferred.
MicrosoftMCP,MCSAorMCSE,ITIL,ITSM.CompTIAA+,Networkor Securityaplus.
Pleasenotethisjobdescriptionisnotdesignedtocoverorcontainacomprehensivelistingofactivities,dutiesorresponsibilitiesthatarerequiredoftheemployeeforthisjob.
Duties,responsibilities,andactivitiesmaychangeatanytimewithorwithoutnotice.
Positionmayrequireupto
15% travelbypersonalvehicletoofficesthroughoutthestateof
NewYork,MA,CT,NH,VTand New Englandbasedontheneedsofthebusiness .
Musthaveyourown,reliable transportation.
Willreimbu…
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