Senior Helpdesk

Amboy Bank
Old Bridge, NJ
30+ days ago
Amboy Bank
Amboy Bank
amboybank.com

Job Description

Title: Senior HelpdeskDepartment: Technical Operations

Reports to: IT Manager Cost Center:

FLSA Status: Location: Admin Building

Schedule: Salary Grade:

Subordinate Reports: Job Code:

Date Revised:

: The Senior Helpdesk Technician diagnoses, prioritizes, and resolves technology support requests. The Senior Helpdesk Technician will provide frontline helpdesk support , delivering quality support, and setting proper expectations, in a growing organization. The Senior Helpdesk Technician will also provide escalation support for more advanced troubleshooting


Essential Functions and Responsibilities

  • Respond to user requests (Tier 1) for information and support for computer software, hardware, operating system, printer, tablet/smartphone, and network support issues according to ticketing priority and procedures.
  • Monitor, diagnose, and resolve escalated support requests that require more advanced troubleshooting (Tier 2).
  • Respond to technical questions, applying knowledge of computer software and technical ability.
  • Provide a high level of customer service and ensure user support technical issues are resolved or escalated appropriately.
  • Coordinate various service repair(s) with vendors.
  • Act as vendor liaison and technical contact for printer maintenance and other technology categories throughout the computing enterprise
  • Communicate expectations, status, and progress of assigned tasks and support requests.
  • Participate in and lead IT projects, efforts, and processes as skills, experience, and time permit.
  • Coordinate scheduling to address requests or deliver requested research.
  • Perform initial computer and IP phone set up.
  • Create technical documentation as needed.
  • Manage hardware and software resource inventory levels in helpdesk
  • Provide monthly helpdesk report(s) for review/discussion with IT management.
  • Ability to travel to remote branches when required
  • Other duties as assigned

Education

  • An Associate's Degree or equivalent experience in technology support

Licenses and Certifications

  • CompTIA A+, N+, Security+ Certification
  • Microsoft Office Specialist (MOS)
  • Microsoft Certified Professional (MCP)
  • Microsoft Technology Associate Certification (MTA)
  • Microsoft Certified systems engineer (MSCE)

Knowledge, Skills, and Abilities

  • At least three years of experience working in desktop deployment, asset management, desktop support, mobile device setup, deployment and troubleshooting, AV setup and management, Microsoft Office application support, user account management, Exchange user account management peripheral troubleshooting, Citrix end user support, antivirus and anti-malware products, and ticketing systems;
  • Knowledgeable in computer operating systems, printer installation, cable management, task planning and scheduling, office automation systems, data communications, application installations, ticketing applications and troubleshooting techniques;
  • Proven experience with supporting Windows 10, Active Directory, Microsoft Office application suite, mobile device management, industry standard internet browsers, networking, network printing and security best practices;
  • Providing technical and software application support and guidance to end users;
  • Hardware and software systems setup; and
  • Developing documentation of test procedures and processes.

Physical Requirements


  • Ability to sit for long periods of time up to of work hours.
  • Ability to use hands to grasp, handle or feel.
  • Ability to use computer keyboard and system to enter data and process information.
  • Ability to read a computer screen at a close distance.
  • Ability to read, talk clearly so that others understand, hear, comprehend the written and spoken word, and see.
  • Ability to use telephone to communicate with others.
  • Ability to use office equipment such as teller scanner, personal computer, telephone, mobile device, copier, etc.
  • Ability to lift up to 70 lbs. at least 10% of work hours.


Working Conditions


  • Moderate sound as in business office with office machines, computers, and people traffic.
  • Open floor work environment.


All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual orientation, gender identity, national origin, protected veteran status or disability.

Source

https://www.indeed.com/jobs

Not sure if you qualify?

Uvaro is here to help you land great jobs like this one.

Upgrade your skills

Other Jobs

Miovision

Miovision provides cities with modern tools to fix today's traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping municipalities get more out of their road network. The result: streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking. Since 2005, our systems have counted more than nine billion vehicles around the world. We have offices in Kitchener, Canada as well as operations in Germany, Serbia and the US. For more information, visit miovision.com [http://miovision.com/]. Position Summary  The Sales Engineer (SE) is an industry expert that drives software growth by developing technical and operational relationships with customers in support of their adoption of the Miovision products.  As a technical industry expert, the SE integrates into the daily operation of the agency to support complex proof of concepts and ongoing initiatives to maximize product output and value.  The SE ensures continuous value and product adoption that ultimately drives intersection network and software growth. Key Accountabilities  * Create customer success plans to drive growth for each account  * Support solution design and technical implementation of current desired integrations as outlined in the customer success plan. * Monitor user adoption and product utilization and create targeted programs to increase engagement and support the agency's change management process. * Build strong relationships between the Miovision product and support teams to ensure continuous resolution of ongoing operational issues as well as product deficiencies that may come up.  * Participate in regular support and health checks to ensure accounts are continuing to derive value from our solutions * Support software renewal and upselling activities  Skills/Qualifications * Bachelor’s degree or recognized equivalency or achievement of recognized professional level * 5+ years of technical experience; must understand network products * Ability to travel internationally, providing on-site consulting work to clients * Ability to manage multiple projects utilizing strong planning and organizational skills * Experience with general consulting skills that include team facilitation, business case development, strong business analysis skills, process mapping and process redesign * Systems implementation skills: requirements/process analysis, conceptual and detailed design, configuration, testing, training, change management and support * Analytical nature with the ability to solve complex business issues * Basic understanding of product development and engineering processes.  We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Please indicate if you require accommodation on your application, and our team will work with you to meet your accessibility needs.

 
Remote
Uvaro

Recruit and train new sales staff, assign specific tasks to members of the sales team, and monitor the team's sales performance.

 
Waterloo, ON / Remote
Uvaro

Experience working as an SDR or BDR. Provide guidance and feedback on email outreach and sales calls. Experience working in a sales enablement function is a…

 
Waterloo, ON / Remote