IT Support Helpdesk

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.ResponsibilitiesServe 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 mannerTroubleshoot, document, and resolve technical and business process-related problemsPerform remote troubleshooting through diagnostic techniques and pertinent questionsAccurately document and maintain records of daily data communication transactions, problems, remedial actions taken, installation activities, and logs requests and resolutionsUtilize departmental policies to determine if there can be an immediate resolution to a customer issue or if that issue requires escalationAbility to identify trends in requests and communicate with the internal team as appropriateRedirect questions and requests to other staff or help sources as appropriateRecord and retain logs of all account and access related requests for audit purposesCreate and maintain positive relationships with all internal and external associatesAll other duties as assignedSkillsAssociate's Degree in Information Technology or equivalent combination of technical training and experienceStrong organizational skillsDemonstrated ability to evaluate and think creatively with regard to solving problemsDemonstrated ability to work as an effective member in a team environment; ability to manage time and multi-task; and a strong customer service orientationPossesses integrity, ethics and respect for confidentialitySolid verbal and written communication skills with a customer-centric attitudeProficiency in or knowledge of using Microsoft softwareBe willing to expand their knowledge with industry concepts and technologiesMeet the requirements to drive Springbrook vehicles as requiredOne to three (1-3) years of experience in an Information Technology setting preferredCompany OverviewSpringbrook 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.