Orange County, NY Helpdesk Specialist at vTech Solution

Job Summary: The Helpdesk Specialist provides Level 1 technical support to a user base of approximately 2500 individuals through various channels including phone chat email and a ticketing system. The primary focus is on resolving issues at first contact ensuring service reliability and maintaining a high level of customer satisfaction. Location:Goshen New York United States Responsibilities: - Handle daily request intake and provide Level 1 triage for common IT issues such as password resets account problems Office 365 questions printer/connectivity issues and other standard support categories. - Maintain strict adherence to service level agreements (SLAs) related to call answer time response time average handle time (AHT) and first call resolution (FCR) targets. - Follow structured troubleshooting workflows and utilize knowledge articles and standard operating procedures (SOPs). - Escalate unresolved incidents to appropriate support groups with complete and accurate documentation. - Identify recurring issues and report patterns to the Helpdesk Lead for trend analysis and remediation. - Communicate professionally and courteously to foster trust and deliver a consistent support experience. - Update tickets in real time ensuring compliance with required fields and documentation standards. Required Skills & Certifications: - 1 3 years of IT service desk experience. - Strong grasp of Microsoft Office 365 Windows OS Active Directory basics and VPN troubleshooting. - Excellent verbal communication and active-listening skills. - Demonstrated ability to manage call volume while maintaining accuracy and professionalism. Preferred Skills & Certifications: - Not specified. Special Considerations: - Strict adherence to service levels is required. Scheduling: - Not specified. Key Skills Computer Hardware,Mac Os,Active Directory,VMware,ConnectWise,HP Service Manager,Microsoft Windows Server,Mobile Devices,Windows,Help Desk,Operating Systems,Remedy Employment Type : Full Time Experience: years Vacancy: 1