Tier 1 Help Desk Technician

This Tier 1 Help Desk Technician role is based onsite in New York, NY, offers a 70,000 USD annual salary, requires a minimum of five years in service desk operations, and prefers a four-year Computer Science degree or equivalent.

Responsibilities

• Serve as the primary owner of all reported tickets, acting as the main contact for end users
• Become the subject matter expert for knowledge pertinent to assigned client accounts
• Collaborate with the Service Desk Manager to keep relevant topics and updates current
• Maintain client documentation for accuracy and completeness at all times
• Generate daily, weekly, and monthly analytics
• Prioritize and manage urgent or hot tickets requiring special attention
• Monitor and handle stale tickets (open over 30 days or last update over 2 days)
• Provide weekly performance reporting aligned with service level agreements
• Respond to special data requests from clients
• Track CSAT and Net Promoter Score to evaluate customer satisfaction
• Streamline operations to enhance efficiency for clients and the 5Q Support team
• Analyze, monitor, and trend support requests and processes
• Participate in incident and problem management activities
• Assist in client communications to raise awareness and clarity
• Track and report recurring service degradations to identify patterns
• Conduct root cause analysis to determine underlying issues
• Act as escalation point for end users with chronic issues
• Maintain daily SLA performance for individuals and the team
• Identify performance deficiencies and drive corrective actions
• Install, modify, and troubleshoot client connectivity, hardware, software, and applications
• Identify, review, and write technical, departmental, and service desk guidelines and SOPs
• Respond to queries in person, via email, or over the phone
• Provide escalation support and assist customers through problem solving
• Run diagnostic programs to resolve problems
• Install and troubleshoot peripherals such as printers and keyboards for client users
• Follow up to ensure issues are resolved and gather feedback on service quality
• Assist with desktop and laptop imaging and installation as needed
• Support the operations of enterprise systems as required
• Perform other duties as assigned

Requirements

• Minimum of 5 years in service desk operations and support
• Preferred 2 years of business analytics experience
• Preferred 4-year degree in Computer Science or equivalent
• Advanced knowledge of company supported applications
• Ability to learn and support new applications
• Strong interpersonal skills

Benefits

• 401(k) plan with employer matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Physical Demands / Work Environment

• Ability to use a keyboard for data entry and retrieval
• Good vision to view computer monitor and phone
• Lifting and carrying 15-30 pounds or more