Horizontal Talent Hiring for Technical Support – Helpdesk Job at New York, NY Full Time

Agent helpdesk professional providing direct customer support to resolve technical issues.
Provides feedback and support to team members and other IT staff to collaboratively work towards timely problem resolution.
Gather information and problem-solving data for the benefit of the team.
Primary responsibilities include but not limited to, basic technical support and assistance delivered remotely.
Will be required to respond to customer inquiries on technical products and services, including installation, troubleshooting, and maintenance.
Will be expected to document customer interactions utilizing a ticketing software (ServiceNow) to log incidents and resolution.
Provide 3rd level technical support.

Hours of work will be 12:30pm to 9:00pm ET, Monday to Friday

Requirements:
Should be able to resolve problems and escalate as needed.
4+ years of relevant experience.
College degree or technical certificate(s) are a plus.
Professional demeanor and communication skills are a must.
Must be able to support the various hardware our customers use for their business.
Candidate must have strong troubleshooting skills / knowledge in the following areas required to support our customers:

• O365 support for email client (Outlook)
• knowledge of Windows OS (Win 10 and 11), Microsoft application features and troubleshooting
• knowledge of MAC operating system
• Encryption support (Bitlocker / Filevault)
• Wireless and Wired Internet connectivity
• Assist with troubleshooting spyware and virus problems
• Assist with configuring email on mobile devices
• Effective analytical and problem-solving skills
• Strong customer service focus; is always seen by customers as professional and helpful
• Strong written and verbal communication skills with the ability to clearly and concisely document calls and resolutions
• Possess knowledge of desktop hardware and software and able to address issues by following established procedures
• Ability to probe customers to determine the actual nature, or underlying cause, of a user problem
• High level of maturity and sense of responsibility and urgency
• Must be able to work in a team environment