Helpdesk Technician

Job Title: Helpdesk Technician

Total Estimated Assignment Hours: 12+ months

City: New York City

Overview: Layer 7 Data Solutions is a full life-cycle technology services company. We help businesses resolve technical issues from layers 1 through 7. Layer 7 Data Solutions has been making advanced technology simple and cost effective for the SMB and Enterprise market for over a decade. Layer 7 Data Solutions has a great opportunity with one of our clients in New York. We are currently hiring Helpdesk Technician to join our Team in NYC. 

Job Responsibilities:

  • Initial contact point for technical assistance, email or ticketing system;
  • Performs remote troubleshooting using diagnostic techniques and pertinent questions;
  • Assist with onboarding of new users;
  • Installs, modifies, and repairs computer hardware and software;
  • Installs, tests and configures new workstations, peripheral equipment and software;
  • Resolves basic technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other network systems;
  • Determines and implements best solution;
  • Tests solution to ensure issue is resolved;
  • Escalates unresolved issues;
  • Records events/problems/resolution in department log;
  • Follows-up/update ticket status;
  • Shares user experience feedback/suggestions;
  • Identifies and suggests possible improvements;
  • Documents internal procedures;
  • Assists with infrastructure expansion and disaster recovery;
  • Performs other duties and responsibilities as assigned.

Required Skills:

Experience

  • Two years of help desk or technical customer support experience.

Skills

  • IT system maintenance (server, desktop, cloud, communications);
  • Working knowledge of office automation products, Windows AD, Windows Server, DHCP, IP/TCP, Hardware and networks;
  • Strong analytical skills with ability to define and identify solutions;
  • Can function at a high-level with little operational oversight;
  • Exemplary interpersonal skills; able to effectively communicate (both verbal and written) with diverse backgrounds and different levels in the organization;
  • Microsoft Office Suite; and
  • Able to present data in various formats to a variety of audiences.
  • Must be authorized to work in United States. No sponsorship and no third parties. Must be local candidate.