Help Desk Support (Tier I)

Seeking a Help Desk Specialist responsible for providing first level support for all incoming calls, emails, chats and walk-ins to all university students, faculty, staff and administrators. This will be a 6 month contract located in the Bronx, but may also have to work out of the NYC campus. Rotating schedule between the hours of 7am-10pm M-F and 10am-6pm on weekends. The position has the potential to extend beyond 6 months based on individual performance and business need.

- Handle all incoming requests to IT Customer Care via phone, email, chat & walk-in
- Monitor and follow up requests in the help desk queues
- Monitor and follow up requests in the email queues
- Provide assistance and resolution on Windows and Mac OS for Gmail, Banner, MS Office, antivirus and other supported applications and systems
- Log all calls, emails and walk-ins into the EasyVista ITSM
- Document and assign tickets to related IT groups for further support
- Document all relevant solutions in the knowledge base
- Assist in the training and mentoring of student workers

Required Skills

- 1-2 years experience in hardware and software support
- Industry recognized help desk certification and/or help desk environment experience is a PLUS
- A+ certification is a PLUS

- Must have experience providing phone support
- Excellent customer service skills
- Excellent verbal and written communication skills
- Ability to work independently and as part of a team
- Strong knowledge of Windows operating systems
- Strong knowledge of Mac operating systems
- Ability to troubleshoot hardware and software problems
- Strong knowledgeable of software installations
- Strong knowledge of the internet and Microsoft Office
- Must be able to work in both locations, Bronx and NYC

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Bronx, NY



Anticipated Start Date

Monday, January 18, 2021

Job Type


Anticipated Duration

6 months

Date Posted

Tuesday, January 12, 2021

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Elite Technical Services, Inc. participates in the E-Verify program to confirm the employment eligibility of all persons hired. This means that we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. Elite Technical Services, Inc. will not use E-Verify to pre-screen job applicants.

Elite Technical Services, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.