IT Helpdesk Associate

IT Helpdesk Associate_____________________________________________________________________Location: New York, NYType: Full-timeDepartment: Technology_______________________________________________________________________SummaryWe are seeking a motivated and customer-focused IT Help Desk Technician to join our team! In this role, you will be the first point of contact for our internal and external clients, VIPs, and users, providing exceptional technical support across various communication channels. You will leverage your problem-solving skills and IT expertise to troubleshoot technical issues, ensure smooth system operation, and maintain a positive user experienceResponsibilities:• Provide prompt and efficient technical support to clients, users, and VIPs via phone, email, chat, and in-person assistance.• Troubleshoot a wide range of technical issues related to hardware, software, network connectivity, VC devices and user accounts.• Diagnose and resolve issues related to common software applications (e.g., Microsoft Office, M365/O365, MS Teams, Adobe Suite).• Perform routine maintenance tasks such as software updates, system backups, and user account management, video conferencing• Install and configure basic IT equipment and software.• Manage and maintain an accurate inventory of IT assets.• Log all service requests and track them within the ITSM system, ensuring timely resolution within agreed SLAs (Service Level Agreements).• Document solutions and procedures to maintain a knowledge base for future reference.• Participate in ongoing training programs to stay up-to-date with the latest technologies. Required Skills and Experience:• Minimum 2-3 years of experience in a technical support role or related field. (Tailor experience requirement based on desired seniority)• Proven ability to troubleshoot and resolve technical issues efficiently.• Excellent communication, interpersonal, and customer service skills.• Strong analytical and problem-solving skills.• A working knowledge of Windows and Mac operating systems.• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).• Familiarity with cloud computing concepts is a plus (e.g., AWS, Azure, Google Cloud).• Ability to learn new technologies quickly.• Excellent time management and organizational skills.• Ability to work independently and as part of a team.Bonus Points:• Certification in ITIL v3/v4, CompTIA A+, or relevant technical support certifications.• Experience with network and server administration.• Experience using remote desktop software tools.• Excellent written and verbal communication skills.In the US, the target base salary for this role is $40k-$50K. Compensation is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geography. We expect the majority of candidates who are offered roles at our company to fall throughout the range based on these factors.#LI-RemoteAbout eClerxeClerx provides business process management, analytics, and automation services to a number of Fortune 2000 enterprises, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 17,000+ people across its global sites in the US, Canada, UK, Australia, Italy, Germany, Switzerland, Dubai and Singapore, along with its delivery centers in India and Thailand. For more information, visit https://jobbio.com/eclerx .eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here .