Help Desk Technician provides Level I Job at IDT Corporation
The role of
Help Desk Technician provides Level I IT support to all IDT Employees and Contractors. The technician will analyze trouble tickets, answer phone calls, respond to emailsand Slack Channel messages regarding problems or questions submitted by IDT Employeesand Contractors.
Responsibilities:
- Provide Level I desktop/laptop and software support.
- Unlock and Reset Account passwords for Network (Active Directory, Citrix, VPN) and Email (Gmail) accounts.
- Provide remote desktop support via tools such TeamViewer and Syncro to resolve PC applications and identify problems.
- Set up Application Access for IDT Employees and Contractors.
- Set up VPN accounts and resolve issues associated with VPN access.
- Install and uninstall software on PC's as needed.
- Escalate problems (when needed) to team members, manager, or 3rd party support vendors and track until resolution.
- Perform user and asset management tasks. Responsibility to maintain laptop inventory from regional contractors.
- Build/deploy equipment with IDT PC standards.
- Participate in IT projects and tasks as needed.
Experience:
- 3 years of experience as a Desktop Support Technician or comparable support position.
- Knowledge of Active Directory and Basic Networking, Google Workspace, and MS Office 365applications.
- Knowledge of Windows 10, Windows 11, Mac OS, Linux Ubuntu.
- Knowledge of Mobile Devices (IOS and Android).
- Excellent oral and written communication skills in English.
- Ability to work independently, as well as the ability to follow and act on instructions via remote communications such as email, slack, or phone calls, etc.
- Ability to isolate problems, collect data, establish facts, and draw valid conclusions.
- Ability to write routine reports and correspondence.
Education, Work Hours, Necessary Employee Characteristics:
- High school or equivalent, 2-year associates degree
- Must be able to understand and speak English.
- Work Hours: Full time. The position will support other global IDT employees in other regions in Europe, Asia and Latin America. Must have ability to work weekends, Holidays, and support on-call if needed.
- Must be customer focused with the ability to handle difficult pressure situations such as irate callers.
- The ability to apply concepts and procedures obtained during on-the-job training sessions to everyday situations.
We offer you:
- Remote work opportunity!
- B2B Employment ($, gross).
About us:
IDT is an American telecommunications company founded in 1990 and headquartered in New Jersey. We are industry leaders in prepaid communication and payment services and one of the largest international voice carriers. We are listed on the NYSE, employ 1300 people across 20+ countries, and have revenues over $1.5 billion.
At IDT, we understand the challenge of being apart from those who matter most. So our products support the mission of enabling people to keep in touch and share resources worldwide.
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