Thinc Forward
Help Desk Specialist
Thinc Forward, New York, New York, United States,
We currently have an exciting opportunity available for a
Help Desk Specialist to work remotely or hybrid out of our West Chester, PA office, Monday - Friday, 8:00 am - 5:00 pm EST.
As a member of the Help Desk Team, the Help Desk Specialist responds to inquiries and requests for assistance with the organization's computer systems and applications and identifies, analyzes, and troubleshoots these issues. The Help Desk Specialist resolves ticket inquiries with the aim of eliminating recurrences and reducing calls to the help desk. We are looking for someone who is motivated to grow in their career, extremely reliable with excellent communication and troubleshooting skills.Responsibilities
Providing IT support services to end-users with a focus on helping them achieve positive business resultsTroubleshooting Windows and Office applications and basic end-user networking issuesSetting up printers, installing and configuring end-user laptops and desktops, and phone system administrationMonitoring and maintaining the help desk systemLogging all tickets in our CRM toolMonitoring RMM alertsTraining users on the use of the network, email, telephones, and other software, as well as on IT policies and proceduresProviding prompt responses and clear communication for all help desk requestsProactively identifying and resolving problems, researching answers, and providing resources to other IT staff and usersProviding network support services including administering Active Directory, creating and assigning user IDs, maintaining file and directory permissions, and installing and updating software on servers and PCsOffice 365 user managementSupporting VOIP phone system including new phone line installation, adds, moves, and changesAdministering system-wide anti-virus and anti-malware softwareRequirementsIdeal candidate will have the following experience:Active Directory management (user creation, password changes, group assignment) (2+ Years)Office 365 administration (user creation, password changes, licensing management) (2+ Years)VPN Troubleshooting (Cisco, NetXtender, Global VPN Client) (2+ Years)Desktop Troubleshooting (2+ Years)Printer Deployment via GPO (2+ Years)Solid understanding of local area network (DNS, DHCP, IP)Qualifications:
Associate Degree/Bachelor's Degree and/or related certification preferred1-3 years' experience in MSP environment preferredA+ Certification requiredMust have superior customer service skills and strong verbal/written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals with a professional demeanorAbility to prioritize and escalate issues as needed to ensure exceptional customer serviceAbility to work effectively independently and within a team environmentMust effectively manage time to make certain customer incidents are properly responded to in a timely mannerAbility to utilize remote tools such as remote assistance and TeamViewerExperience supporting Lenovo and Dell hardwareWorking experience with replacing and/or upgrading an end user from one system to anotherMust have proven track record in a high-volume support desk with proven first call resolutionExperience in DENTAL environments highly desiredBenefitsHealth care plan (Medical, Dental, and Vision)Paid Time Off (and public holidays)401(k) retirement planLife insuranceHybrid or remote work environmentPhysical Demands
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also required to sit for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Help Desk Specialist to work remotely or hybrid out of our West Chester, PA office, Monday - Friday, 8:00 am - 5:00 pm EST.
As a member of the Help Desk Team, the Help Desk Specialist responds to inquiries and requests for assistance with the organization's computer systems and applications and identifies, analyzes, and troubleshoots these issues. The Help Desk Specialist resolves ticket inquiries with the aim of eliminating recurrences and reducing calls to the help desk. We are looking for someone who is motivated to grow in their career, extremely reliable with excellent communication and troubleshooting skills.Responsibilities
Providing IT support services to end-users with a focus on helping them achieve positive business resultsTroubleshooting Windows and Office applications and basic end-user networking issuesSetting up printers, installing and configuring end-user laptops and desktops, and phone system administrationMonitoring and maintaining the help desk systemLogging all tickets in our CRM toolMonitoring RMM alertsTraining users on the use of the network, email, telephones, and other software, as well as on IT policies and proceduresProviding prompt responses and clear communication for all help desk requestsProactively identifying and resolving problems, researching answers, and providing resources to other IT staff and usersProviding network support services including administering Active Directory, creating and assigning user IDs, maintaining file and directory permissions, and installing and updating software on servers and PCsOffice 365 user managementSupporting VOIP phone system including new phone line installation, adds, moves, and changesAdministering system-wide anti-virus and anti-malware softwareRequirementsIdeal candidate will have the following experience:Active Directory management (user creation, password changes, group assignment) (2+ Years)Office 365 administration (user creation, password changes, licensing management) (2+ Years)VPN Troubleshooting (Cisco, NetXtender, Global VPN Client) (2+ Years)Desktop Troubleshooting (2+ Years)Printer Deployment via GPO (2+ Years)Solid understanding of local area network (DNS, DHCP, IP)Qualifications:
Associate Degree/Bachelor's Degree and/or related certification preferred1-3 years' experience in MSP environment preferredA+ Certification requiredMust have superior customer service skills and strong verbal/written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals with a professional demeanorAbility to prioritize and escalate issues as needed to ensure exceptional customer serviceAbility to work effectively independently and within a team environmentMust effectively manage time to make certain customer incidents are properly responded to in a timely mannerAbility to utilize remote tools such as remote assistance and TeamViewerExperience supporting Lenovo and Dell hardwareWorking experience with replacing and/or upgrading an end user from one system to anotherMust have proven track record in a high-volume support desk with proven first call resolutionExperience in DENTAL environments highly desiredBenefitsHealth care plan (Medical, Dental, and Vision)Paid Time Off (and public holidays)401(k) retirement planLife insuranceHybrid or remote work environmentPhysical Demands
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also required to sit for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.