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Help Desk Technician
NEOVERA LLC —New York, NY
- $110,000 - $115,000 a year
- Full-time
- Mid-level
- Windows
- 4 years
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Help Desk Technician

NEOVERA LLC -
New York, NY

Quick Apply

Job Details

Full-time
$110,000 - $115,000 a year

Qualifications

Jira
Desktop computer repair
Procedural guides
Enterprise software
Zoom
Slack
Hardware maintenance
Windows
Incident Escalation
Salesforce Cloud
Policy & process development
Productivity software support
Desktop (troubleshooting support)
Computer management
Desktop applications
ServiceNow
CRM system proficiency
Productivity software
Video conferences (communication methods)
Defect tracking tools
Desktop administration
Antivirus software
Escalation handling
Video conferencing systems operation
Ticketing system technical support

Full Job Description

About Neovera

Neovera was founded by Scott Weinberg in 2001 and brought together a team of highly experienced IT architects. Neovera started big – developing an advanced distributed infrastructure for one of the first and most successful international banking Software as a Service (SaaS) platform. We’ve built on that heritage ever since, employing our design, development, and management skills to enable organizations to reap the benefits of cloud infrastructure and advanced cybersecurity solutions. Our holistic approach and deep experience ensure your move to the cloud will be smooth, productive, and secure.

Job Description

Neovera is a leading cybersecurity firm dedicated to protecting businesses from digital threats. Our innovative solutions and expert team ensure our clients' data and systems are secure.

Under the direction of the Manager, Systems Engineering, the Help Desk Technician provides second level phone and in-person support to users for e-mail, connectivity, networking, operating system, and application issues; responsible for generating support tickets, troubleshooting IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The Help Desk Technician will also participate in project-based work such as upgrades, installations, etc. and must be effective in interpersonal communication and problem solving.

Key responsibilities include but are not limited to:

Provide exceptional customer service to all users
Respond to inquiries and requests for assistance from end users via telephone, email and ticketing system
Analyze/troubleshoot all levels of desktop, application, and network issues (Tier 1 and 2)
Document, track and monitor technical issues to ensure timely resolution
Document changes in IT inventory and asset management systems
Provide timely and thorough input for regular status reporting
Provide computer hardware and software setup, repair, upgrading, and troubleshooting
Perform add/modify/delete of user profiles and accounts
Assist in help desk documentation
PC Hardware, BIOS, Drivers etc.
Phone/AV support
Mobile support for wireless devices (intune)
Perform other duties and special projects as required

Required Skills

Excellent oral and communication skills (client-facing)
4+ years of relevant work experience administering a Windows Servers, 365 administration, and other mission critical enterprise level systems
Experience with Microsoft Office Suite, Windows 10/11 OS, PC hardware support, MAC support, Antivirus Software, Imaging
Experience supporting users in an Office 365 organization
Experience supporting Salesforce
Experience supporting Slack and Zoom
General knowledge of Help Desk ticketing systems ( Jira, ServiceNow.)
Experience developing process and procedures for end-user instructional use
Candidate must be a quick learner with exceptional customer service skills
A pro-active mind-set with a focus on constant improvement and follow through at all levels
Strong technical problem-solving skills
Ability to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problems

Desired Skills

Experience in working with or for an MSP/ Financial Environment
Experience with supporting Apple Laptops a plus
Experience with Carbon Black, NetSkope a plus
Prior consulting experience a plus
Curiosity and strong desire to constantly learn
A self-starter with the ability to work in a fast-paced and ever-changing environment
Strong ability to balance multiple priorities in a high-demand environment

Quick Apply

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