Green Key Resources

IT Support

Green Key Resources New York, NY
Green Key Resources

IT Support

Green Key Resources New York, NY
3 weeks ago 88 applicants

See who Green Key Resources has hired for this role

Responsibilities/Job Duties

  • End-user Support: Provide technical support to perform troubleshooting for hardware issues of desktop/laptop users, network printers, Ethernet, Wi-Fi connections and computer administration.
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Direct unresolved issues to the next level of support personnel
  • Asset Management: Maintain equipment and records of inventory maintenance, recycle and reporting
  • Communication: Clearly communicate with managers, co-workers and end users to ensure the understanding of the proper use of technology and any troubleshooting that may be needed
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Infrastructure Support: Maintain SLA compliance, identify common issues and make recommendations so that systems can function in a faster, dependable, and more secure manner by use of help desk to gather tickets raised by end users for problems by monitoring and tracking them
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures

Qualifications

  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Strong customer service and communication (written and verbal) skills
  • Customer-oriented and cool-tempered
  • Degree in IT, Computer Science or relevant field
  • Experience working with a Helpdesk ticketing system

  • Seniority level

    Entry level

  • Employment type

    Full-time

  • Job function

    Information Technology

  • Industries

    Staffing and Recruiting

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