Helpdesk Technician

Helpdesk Technician
Westchester County
6 Months Contract to Hire
Shift: Friday - Tuesday
Pay: $25.00 - $32.00/hr

Our client has experienced tremendous growth over the past year, doubling in size and looking to hire a few level Helpdesk Technicians! You will be responsible for troubleshooting 30-50 tickets daily for many locations nationwide. All support will be done over the phone, assisting internal employees with technical issues such as wifi troubleshooting, printer support, point of sale support, password resets, desktop troubleshooting and more. Looking for someone with great communication skills that can present very well over the phone.

Responsibilities:

• Provide phone and remote support to retail store locations, handling a high daily call volume
• Provide remote management and troubleshooting via endpoint management/MDM-style console tools
• Support Cisco and legacy phone systems (Cisco WebEx-based and older NEC systems)
• Handle basic directory-level tasks such as unlocking accounts and resetting passwords
• Escalate advanced identity/access issues (MFA resets, license provisioning, admin-level system access) to the appropriate internal team
• Troubleshoot ISP and connectivity issues at the store level
• Support printer troubleshooting and other standard store hardware issues
• Manage and resolve incoming tickets against SLA targets

• 1+ years experience in IT support
• Active Directory, Windows Support
• Experience with high call volume
• Password Resets/WiFi troubleshooting/Windows Support/Printer Support
• Must have great communication skills
• Experience with thin client environments a plus
• Professional demeanor and reliability; comfortable representing IT to non-technical store staff
• Comfortable working in a high call volume, deadline-driven support environment

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