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.

RESPONSIBILITIES:
- 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

EDUCATION AND EXPERIENCE
- 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

SKILLS:
- 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