IT Specialist - Help Desk

Seeking a highly motivated and customer-focused Level 2 Helpdesk Support Specialist to join the Technology Services Team at an Asset Management Company in NYC.

The ideal candidate will have excellent people and communication skills and a strong technical background. Responsibilities include : - Respond to and resolve customer inquiries and issues via phone, email, and in-person- Handle escalations from Level 1 support and provide technical assistance to customers and end-users- Document customer interactions and issues in our ticketing system- Escalate and forward more complex issues to the appropriate IT team - Provide exceptional customer service and maintain a positive attitude in a timely and professional manner- Identify and recommend solutions to improve customer satisfaction and reduce support calls- Collaborate with other teams to resolve complex issues and implement new systems and technologies- Create and maintain support documentation- Monitoring systems and processes- Administering users in Active Directory and applications- Coordinating with vendors to purchase, deploy, and RMA hardware- Instructing users on technology best practices Required Skills : - 4-6 years of experience in Desktop support- A Bachelor's degree in Computer Science, Management Information Systems, or a related field (and / or equivalent experience).

IT certifications a plus (ex. CompTIA A+, CompTIA Network+, Microsoft MTA, etc.)- The successful candidate must be a team player with strong customer service and communication skills- Strong technical knowledge of : o Microsoft Windowso PC applications, including Office 365o Network connectivity, including Wi-Fio Mobile devices and associated appsï Laptop PCsï iPhones ï iPads- Collaboration and meeting room technologyï Zoom and Microsoft Teams meetingsï Meeting room video conferencing- VPN and Citrix remote access- VOIP telephones- Strong technical skills and knowledge of hardware, software, and network systems- Deep understanding of the Windows operating system is a plus- Application packaging experience is a plus- Strong understanding of help desk functions and technical support experience- Strong knowledge of desktop / laptop hardware and BIOS upgrades- Strong knowledge of Windows 10, Windows 11, iPhones, iOS and general productivity applications- Networking knowledge (TCP / IP, DHCP, DNS, Wireless)- Must be able to lift desktops, laptops, monitors, printers, and other IT-related equipment- Knowledge and understanding of Microsoft Active Directory Personal Attributes- Excellent people and communication skills and a passion for exceptional customer service- Excellent analytical and problem-solving skills- Flexibility working in a fast-paced, high-expectations environment- Ability to work well under pressure and handle multiple tasks simultaneously- Working independently and as a member of a worldwide support team- Excellent analytical and problem-solving skills- Excellent listening, interpersonal, written, and oral communication skills- Pays extreme attention to details- Highly self-motivated and passionate about technology and people- Ability to prioritize and manage time effectively- Eager to learn new technologies and applications, and ability to absorb new topics quickly