Temporary Level 2 Helpdesk Support Professional

The Temporary Level 2 Helpdesk Support Professional will deliver Tier 2 technical support and customer service to staff members in Flushing, NY. This onsite role reports to the Help Desk Manager and covers Monday through Friday support across Windows, Mac, mobile, virtual, and hardware environments while meeting security and compliance requirements.

Work Location and Schedule

• Location: Flushing, NY (onsite)
• Schedule: Monday through Friday, 8:30AM to 4:30PM
• Additional coverage: Occasional evening and Saturday coverage for JIB Medical P.C. and other events (generally not exceeding 5:30PM)

Flexibility: Overtime may be required when necessary.

Travel: Occasional local travel may be required.

Key Responsibilities

• Provide technical support for Windows, Mac OS, iOS, and Android OS, including scanners, local and network devices, web, and IP cameras, as well as tablets, printers, and Bluetooth devices.
• Support Virtual PCs, including 10zig workstations connected to Citrix and/or other virtual platforms.
• Create, modify, and close tickets as required using Jira for problem and issue tracking.
• Create documentation for break/fix guidance using Confluence.
• Interact with, troubleshoot, and navigate a network and server environment.
• Escalate tickets to System and Network Administrators when needed.
• Provide support and training for Microsoft Office O365 Suite, including Word, Excel, Outlook email, calendaring, and delegation.
• Assist with hardware and software installation, maintenance, and licensing.
• Provide support for Maas360 (MDM) for iOS and Android mobile device management.
• Maintain security protections by applying Microsoft patching and performing application and firmware updates.
• Support Adobe PDF workflows, Mainframe Clients, AS400, Filemaker, and Laserfiche workflows.
• Perform desktop imaging, setups, and deployments.
• Support conference room meeting setups, including projector support with camera, conference phone, and virtual meeting technologies.
• Provide hardware or software training and instruction to staff.
• Implement security best practices and comply with data confidentiality and security requirements.

Required Qualifications

• CompTIA A+ certification (required); other Microsoft or equivalent certifications (a plus)
• 2-3 years of hands-on technical support experience (required)
• Proficiency supporting Microsoft Office products (Word, Excel, Outlook) and Microsoft O365 including calendaring and delegation; Adobe Acrobat required
• Knowledge of the Windows command line interface (CMD) (required)
• Comfort using remote support tools to resolve customer issues (required)
• Experience with industry-standard technology support practices, issue tracking via ticketing, hardware maintenance, and security policies (required)
• Proficiency supporting local and network scan and printer devices and other peripherals (required)
• Experience supporting an MDM solution, including knowledge of settings for Apple and Android smartphones (required)
• Written and verbal communication skills to explain technical concepts to non-technical audiences (required)
• Education: 2-4-year college degree, preferably a B.S. in a technical sciences field or equivalent experience
• Experience partnering cross-functionally with internal experts to resolve issues and identify patterns for client technical requests
• Proficiency with virtual meeting applications (Webex, MS Teams, Zoom, etc.) and onsite meeting or event support
• Strong interpersonal skills to support high-profile executives and provide white-glove meeting and event support to ensure an exceptional customer experience
• Experience supporting onsite video conferencing hardware for on-site video conferencing meetings and events
• Outstanding customer service with a friendly demeanor, sincere empathy, and responsiveness to support tickets and issues
• Ability to work across multiple communication channels simultaneously, including email, text, phone calls, and team collaboration software
• Proficiency with Microsoft Active Directory (Domain Computers and Users), File Server, DNS, Printer Server, Security Group Memberships, permissions, Remote, Citrix, and virtual desktops

Technologies and Tools

• Windows, Mac OS, iOS, Android OS
• Android mobile device Management, Mobile Device Management (MDM), Maas360
• 10zig, Citrix, Virtual PCs, Virtual Desktops
• Jira, Confluence
• Microsoft Office O365 Suite: Word, Excel, Outlook email, calendaring, delegation
• Microsoft patching
• Adobe PDF, Adobe Acrobat
• Mainframe Clients, AS400, Filemaker, Laserfiche
• Web, IP cameras, Bluetooth devices
• Desktop imaging
• Conferencing projector, camera, conference phone
• Microsoft Active Directory, Domain Computers and Users, File Server, DNS, Printer Server, Security Group Memberships, Remote
• Webex, MS Teams, Zoom
• Command line interface (CMD), remote support tools
• Apple smartphones, Android smartphones, Teams chat, virtual conference calls, email, phone calls

Work Environment and Physical Demands

• Assist end users in person and/or using specialized tools within the local network to shadow end users for assistance.
• Common communication channels include Teams chat, virtual conference calls, email, or phone calls.
• On occasion, the role may involve brief periods of walking or standing.
• Must be able to lift up to 40 pounds at times.
• Ability to lift, carry, reach, push, pull, or move objects, including IT Help Desk equipment.

Position Type and Pay

• Position type: Full-Time, Non-Exempt, Temporary onsite
• Compensation: $41 per hour (USD)

Additional Statements

Reasonable accommodations: Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential duties.

Job description scope: Duties may change at any time with or without notice.

Security and Compliance Focus

The role requires implementing security best practices and complying with data confidentiality and security requirements, including maintaining security protections through Microsoft patching and application and firmware updates.