Springbrook NY, Inc is seeking an IT Support Helpdesk professional responsible for providing technical assistance and support related to computer systems, hardware, or software. The role involves troubleshooting, documenting, and resolving technical issues while maintaining records of transactions and fostering positive relationships with customers.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance via phone, email or ticketing system and ensure that all necessary information is obtained to resolve customer issues in a timely manner
- Troubleshoot, document, and resolve technical and business process-related problems
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Accurately document and maintain records of daily data communication transactions, problems, remedial actions taken, installation activities, and logs requests and resolutions
- Utilize departmental policies to determine if there can be an immediate resolution to a customer issue or if that issue requires escalation
- Ability to identify trends in requests and communicate with the internal team as appropriate
- Redirect questions and requests to other staff or help sources as appropriate
- Record and retain logs of all account and access related requests for audit purposes
- Create and maintain positive relationships with all internal and external associates
- All other duties as assigned
Skills
- Associate's Degree in Information Technology or equivalent combination of technical training and experience
- Strong organizational skills
- Demonstrated ability to evaluate and think creatively with regard to solving problems
- Demonstrated ability to work as an effective member in a team environment; ability to manage time and multi-task; and a strong customer service orientation
- Possesses integrity, ethics and respect for confidentiality
- Solid verbal and written communication skills with a customer-centric attitude
- Proficiency in or knowledge of using Microsoft software
- Be willing to expand their knowledge with industry concepts and technologies
- Meet the requirements to drive Springbrook vehicles as required
- One to three (1-3) years of experience in an Information Technology setting preferred
Company Overview
Springbrook offers educational, residential, therapeutic, habilitation, and community support options to over 1,000 individuals with special needs. It was founded in 1925, and is headquartered in Oneonta, New York, USA, with a workforce of 1001-5000 employees. Its website is https://springbrookny.org.