Basic Information

Job Category: IT

Location: Brooklyn, New York, United States

Date published: 06-May-2022

Job type: Full Time

Description and Requirements

About the role

IT Help Desk

Xchange Telecom LLC is currently seeking a IT Help Desk to join their team in Brooklyn, New York.

About the Job:
This position is primarily responsible for investigating and resolving software and hardware problems of computer users by performing the following duties.

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. 
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. 
  • Determines whether problem is caused by hardware such as modem, printer, cables, or telephone. 
  • Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff. 
  • Logs and tracks calls using problem management database and maintains history records and related problem documentation. 
  • Prepares standard statistical reports, such as help desk incident reports. 
  • Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate. 
  • Consults with programmers to explain software errors or to recommend changes to programs. 
  • Call’s software and hardware vendors to request service regarding defective products. 
  • Test’s software and hardware to evaluate ease of use and whether product will aid user in performing work. 
  • Writes software and hardware evaluation and recommendation for management review. 
  • Writes or revises user training manuals and procedures. 
  • Develops training materials such as exercises and visual displays. 
  • Trains users on software and hardware on-site or in classroom or recommends outside contractors to provide training. 
  • Installs personal computers, software, and peripheral equipment 
Education and Experience/ Skills:
  • Candidate must have a bachelor’s degree or 1-2 years of experience in related field 
  • Candidate must have strong communication skills
  • Knowledge of Accounting software; Contact Management systems; Database software; Design software; Development software; Human Resource systems; Internet software; Inventory software; Manufacturing software; Order Processing systems; Payroll systems; Project Management software; Spreadsheet software and Word Processing software. The specific Software and Systems: (Microsoft Office 2007-Office 365, Microsoft Windows XP – 8.x , Microsoft Windows Server 2000 – 2013, Dell Computer systems, Light cabling experience, Quickbooks (installation and configuration only) 
  • An open minded, self-starter, enthusiastic individual.
Compensation and Benefits:
  • Compensation commensurate with experience.
  • Robust Benefits packages available including (PTO, vacations, sick days, Health, Vision, Dental, retirement savings plan etc.)
Please submit your resume via the ‘Apply now’ button
We are an Equal Opportunity Employer!