IT Help Desk Technician
UNIVERSAL Technologies is seeking an IT Help Desk Technician for an on-site role in Long Island City, NY. May change to a hybrid schedule after 90 days. Candidates with an active LinkedIn preferred. This role provides hands-on technical support for desktop and laptop computers, software applications, peripheral devices, and related technology by responding to high-volume phone and email requests in an IT Service Desk Setting.
WHO WE ARE
UNIVERSAL Technologies is a Women-Owned Business Enterprise (M/WBE) IT consulting firm specializing in providing top-tier technical talent and innovative solutions to public sector and commercial clients. We are committed to delivering excellence, fostering long-term partnerships, and supporting the success of both our clients and our consultants.
WHAT WE OFFER
Competitive compensation
Comprehensive benefits
Professional growth opportunities
A supportive, people-first environment
The opportunity to contribute to impactful technology initiatives
MANDATORY SKILLS/EXPERIENCE
Bachelor’s degree in Computer Science
Experience with Service Desk ITSM software
At least 2-4 years of experience handling a high volume of calls in an IT Service Desk environment
Strong written communication skills for effective email correspondence
Strong organizational skills and attention to detail for handling complex tasks
Excellent Microsoft 365 skills, including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint
Proficiency with Windows Operating Systems
Basic printer support skills
Strong knowledge of Windows OS troubleshooting
Ability to work effectively as part of a team
SCOPE OF SERVICES
Address incoming Service Desk phone and email requests; generate, resolve, and route service tickets
Perform PC and printer troubleshooting to identify and resolve issues
Accurately interpret and document information to classify service requests
Route requests requiring additional approval to appropriate channels
Configure, deploy, and support computers, peripherals, and software according to established standards
Troubleshoot hardware and software issues using documentation, online resources, and team collaboration
Work with Network Infrastructure and Server Support teams to resolve escalated issues
Coordinate with external vendors to resolve technical problems
Escalate complex issues to Level III support or management when needed
Ensure timely ownership, follow-up, and resolution of assigned tickets
Train and orient staff on best practices for hardware and software usage
Recommend and perform system upgrades and maintenance
Follow and enforce IT policies and procedures
Manage daily work queue efficiently
Lift and transport computer equipment (desktops, laptops, printers) as needed
Assist with special projects as assigned
UNIVERSAL Technologies is an Equal Opportunity Employer.