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U.S. Dynamics Corporation
IT Help Desk Support
Career Insights for Help Desk Technician / Analyst
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Based on New York data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$55,007 / year median in New York
-4% projected decline
Job Description
Description:
JOB TITLE
:IT Help Desk Support Job Summary :
The IT Help Desk Support Specialist is responsible for providing timely and effective technical support to employees across the organization. This position serves as the first point of contact for IT-related issues and requests, ensuring employees have the technology, systems, and resources necessary to perform their jobs effectively. The ideal candidate is customer-service oriented, highly organized, technically capable, and able to troubleshoot problems independently while knowing when to escalate more complex issues. This position requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced business environment.Key Responsibilities :
- Serve as the primary point of contact for employees experiencing hardware, software, network, or system-related issues.
- Respond to IT support requests through the company's, email, phone, or in person.
- Diagnose, troubleshoot, and resolve technical issues in a timely manner.
- Escalate complex or unresolved issues to the appropriate IT personnel or outside vendors.
- Maintain accurate documentation of troubleshooting steps, resolutions, and recurring issues.
- Follow up with users to ensure issues have been fully resolved.
- Install, configure, maintain, and troubleshoot desktop computers, laptops, monitors, printers, scanners, phones, and other IT equipment.
- Set up workstations and technology for new and existing employees.
- Maintain an accurate inventory of IT equipment, accessories, and assigned devices.
- Coordinate repairs, replacements, warranties, and vendor support when necessary.
- Assist with equipment upgrades, replacements, and technology refresh projects.
- Create, modify, and disable user accounts in accordance with company procedures.
- Assist with password resets, account access, permissions, and authentication issues.
- Support employee onboarding and offboarding by preparing equipment, configuring accounts, and collecting company-owned technology.
- Ensure terminated employees' system access is disabled promptly and appropriately.
- Assist employees with Microsoft 365, email, Teams, SharePoint, and other business applications.
- Troubleshoot basic connectivity issues involving wired and wireless networks.
- Assist with network access, VPN connectivity, printers, shared drives, and other common infrastructure issues.
- Monitor and report on recurring technical problems or potential system issues.
- Assist senior IT personnel with system maintenance, upgrades, deployments, and technology projects.
- Assist with IT audits, inventory activities, and other administrative responsibilities as needed.
- Identify recurring issues and recommend improvements to IT processes and employee technology support.
Required Qualifications :
- Associate degree or technical certification in Information Technology, Computer Science, or a related field preferred.
- 2+ years of experience providing IT help desk, desktop support, or technical support.
- Strong working knowledge of Windows operating systems and Microsoft 365.
- Experience troubleshooting computers, printers, networking, software, and other common IT issues.
- Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and network troubleshooting.
- Ability to prioritize multiple requests and manage competing deadlines.
- Ability to work independently while also functioning effectively as part of a team.
- Strong attention to detail and problem-solving skills.
- Experience supporting manufacturing, engineering, defense, or other technical organizations.