IT Helpdesk Telecommications Lead
Pierce Technology Corp, United States

Energetic, customer oriented and resolution driven helpdesk and telecommunications support lead based in NY offices. Providing hands-on support for all user related IT issues including leading all tasks associated with Telecommunications Services. The candidate must have strong interpersonal skills and works well with others in a team environment. Part of the job function is providing VIP/Executive team support which includes 24x7 remote support on as needed basis.

Major Responsibilities include but are not limited to:

• Lead with VIP/Executive office assist with white-glove installation, troubleshooting, support.
  • Takes priority over all other tasks provides top quality customer service and available 24x7 for remote assistance as and when needed
• Provide professional and user-friendly Helpdesk and hands-on technical support
  • Administering Cisco phone system and Voicemail
    • User login and voice mail setup
    • Configure VoIP Cisco phones
    • Assist with troubleshooting Cisco and Voicemail Phone connectivity
  • Mobile phones and tablets installation, troubleshooting, repair/replacement
    • MDM deployment and support
  • Desktop systems including installation and troubleshooting
    • VDi/think-clients
    • Printers
    • Windows OS
    • MAC OS
    • Business productivity software.
• Ensure timely completion of help desk tickets to meet service levels
  • Logging and updating of all Incident tickets in Helpdesk system o Documentation of Helpdesk best practices and Knowledge Base o Provide after-hours on-call support as and when required
• Participate in special assignments and projects as requested by management
• Employee moves support and complete all assigned personnel moves in-between offices/buildings
• Ensure that all corporate and IT governance policies and procedures are adhered to at all times

Requirements

Job Requirements:

• 2+ years’ experience in a technical support position.
• Excellent Customer Service skills are required.
• This individual must be able to work in a team environment and make positive contributions to the organization
• This individual must be able to comfortably lift and carry equipment weighing up to 40 pounds
• Strong analytical and communication skills
• Must have strong written skills, with the ability to convey clear and concise thoughts and ideas
• Must have excellent interpersonal skills to deal with end user community

Other Skills and Abilities:

Job Rewards and Benefits