Help Desk Engineer

WCA Technologies, Inc. Company Location Greater New York City Area

WCA Technologies is a full-service IT services company located in New York City. We provide IT Support, IT Consulting, and Managed IT services to organizations throughout the area. As a result of our continued growth, we currently have the following position available:

Position: The Help Desk Engineer will be responsible for administering Help Desk support tickets including addressing, assigning or escalating them to the appropriate technician(s) to provide primary day-to-day client support. The Help Desk Engineer will also perform remote/onsite support to troubleshoot, configure or deploy desktops/laptops for clients as needed, and monitor alerts from RMM tools and backups.

Responsibilities:

Assist the Help Desk team with dispatch/scheduling and escalating support tickets as required to Level 1 & 2 technicians
Provide Level 1 direct primary end-user support remotely or onsite as needed
Assist with the maintenance of a knowledge base of issues, resolutions, use cases, topologies, tricks and tips, configuration guides, FAQs and documentation, and improvement suggestions
Monitor alerts from RMM tools and backups
Assist with installation and troubleshooting of PC/server applications & hardware
Contribute to projects involving servers, workstations and network upgrades

Qualifications:

Education:

Bachelor degree in Computer Science or Information Systems, or equivalent experience

Skills:

Minimum 2-3 year’s Help Desk experience
Experience working with ticketing systems, ConnectWise preferred
Experience working with/knowledge of Windows Server (2012, 2016), Windows OS (7, 8, 10), MAC iOS, VMWare, Microsoft Office applications
Understanding of basic networking concepts
Excellent understanding of desktop management tools
Complex problem solving skills
On-going knowledge of mainstream and emerging technologies
Good people skills to facilitate dealing with PC users at all levels of the corporation
Experience in managing workflow and multitasking
Good oral and written communication skills

Compensation:

Salary range is between $50K and $60K, depending on qualifications and previous experience. Benefits includes health insurance, vision, dental, 401K, paid vacation days, monthly travel and cell phone reimbursement.

Equal Opportunity Employer: WCA is an equal opportunity employer and, as such, affirms in policy and practice its commitment to recruit, hire, train, and promote, in all job classifications, without regard to race, color, creed, religion, sex, gender, age, national origin, marital status, sexual orientation, gender identity, gender expression, citizenship, eligible veteran status, disability, or any other status protected by law.

You must be eligible to work in the US independent of company sponsorship. Local candidates only.

“It is the policy of WCA Technologies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, WCA Technologies will provide reasonable accommodations for qualified individuals with disabilities.”