IT Helpdesk Agent

Responsibilities

• Serve as the primary point of contact for IT support requests via phone, email, chat, and walk-ups
• Diagnose and resolve Tier 1/Tier 2 issues including password resets, software installation, printer problems, VPN connectivity, and hardware troubleshooting
• Manage user onboarding and offboarding processes including Active Directory account creation, O365 licensing, and endpoint provisioning
• Escalate complex issues to Tier 3 engineering teams with proper documentation and triage
• Create and maintain knowledge base articles to enable self-service resolution
• Track and manage support tickets in ServiceNow ensuring SLA compliance
• Support conference room A/V equipment and video conferencing platforms (Zoom, Teams)
• Assist with hardware refresh projects including laptop imaging, configuration, and deployment
• Provide VIP support for executive staff as needed
• Participate in IT asset management and inventory tracking
• REQUIRED QUALIFICATIONS:
• Associate's degree in IT or related field, or equivalent certifications and experience
• 2+ years of IT help desk or desktop support experience
• Strong knowledge of Windows 10/11, macOS, and Microsoft 365
• Experience with Active Directory user and group management
• Familiarity with ticketing systems (ServiceNow preferred)
• Excellent verbal and written communication skills
• Ability to prioritize and manage multiple requests in a fast-paced environment

Requirements

• CompTIA A+ certification
• Experience with endpoint management (Intune, SCCM, Jamf)
• Familiarity with ITIL service management concepts
• Experience supporting VPN clients and remote access solutions
• Bilingual ability is a plus
• Keywords: #HelpDeskSupport, #CustomerSupport, #TicketManagement, #NewYorkCity
• To learn more about our company visit us at www.mettel.net

Benefits

Additional Information

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives. We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. We are seeking a motivated IT Help Desk Agent to join our Operations team in NYC! The IT Helpdesk Agent will serve as the first point of contact for employees experiencing technical issues. You will provide Tier 1 and Tier 2 support across hardware, software, and network issues while delivering excellent customer service.

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