Service Desk Tier 1 Helpdesk

Company: The Computer Merchant, LTD.
Location: New York
Posted on: May 1, 2025

Job Description:

JOB TITLE: Service Desk Tier 1 Helpdesk

Ready to make your application Please do read through the description at least once before clicking on Apply.
JOB LOCATION: New York City, NY (290 Broadway - Ted Weiss Federal Building)
WAGE RANGE*:$22-24
JOB NUMBER: 25-02769

REQUIRED EXPERIENCE:

Public Trust Clearable
Experienced Tier I Help Desk
1+ years of Help Desk/ Service Desk experience
Ability to accurately document and ticketing information with minimal errors and/or rework
Must be able to work independently, achieve productivity goals, and manage ones time
Strong written and verbal communication skills
Attention to detail and a can-do attitude
Must be able to work on site and weekends on a rotating schedule
Technical certifications are highly desired
Bachelors degree required; additional years of experience may be accepted in lieu of degree

JOB DESCRIPTION

DUTIES:
Process incident and service requests, and escalate critical service interruptions accordingly to service level requirements
Responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met
Provide remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the CRM ticketing tool
May also make outboard service calls to potential customers
Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots
May be required to work in one or multiple work queues over various customer contact channels
When new solutions are derived to resolve issues,
Provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created
Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

Keywords: The Computer Merchant, LTD., Middletown , Service Desk Tier 1 Helpdesk, Other , New York, Connecticut