HelpDesk Support II
Certified Laboratories, Inc. - Plainview, NY

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Certified Laboratories is an accredited, nationally-recognized and continually growing contract food testing laboratory with several locations around the United States. We have an exciting employment opportunity for a HelpDesk Support (Level 2) in our Plainview, NY location. Description Provide the first line of technical support for users by responding to IT requests via in-person, phone, email and service desk tickets Provide Helpdesk support on-site and via telephone, email and remote control. Log all calls into Helpdesk ticketing system, track the request, and follow through until ticket closure to ensure a timely resolution Installation, configuration, troubleshooting, repair and inventory tracking of computers, printers, scanners, phones, network cabling, switches and WAPs Installing, configuring and supporting user software (Windows, Office, Citrix) Perform user and equipment movesaddschanges, and user training Diagnose and resolve user, printer, account privileges, email and network access problems Troubleshoot hardware problems utilizing documentation, online assistance, research and others when necessary Use independent analysis, communication and problem solving.

Perform with moderate supervision and apply initiative and judgment to efficiently manage daily workload Knowledge of commonly-used concepts, practices, and procedures within IT. Remain knowledgeable about current industry products, technology and available service offerings Rely on work instructions, SOPs and guidelines to perform the functions of the job. Escalate complex or troublesome issues for guidance when all resources have been exhausted Complete Helpdesk tickets and daily status reports per established SLAs Create and maintain good technical documentation and improve existing procedures Follow and enforce companyIT policies and procedures Maintain excellent communication with the IT Manager Able to function successfully in both team and independent work environments Availability for after hours and weekend support Requirements 2 years experience with desktop and or helpdesk support, Windows, Office and Active Directory Strong troubleshooting and repairing skills (CompTIA A+, Network+ preferred) Strong Operating System (Windows XP and 7), Office, and Active Directory experience Familiarity with LANWAN, infrastructure hardware, servers, switches, WAPs and phones Knowledge of remote application access (Citrix XenApp preferred) Must be able to lift up to 50 lbs Excellent Customer Service, written and oral communication skills Perform other duties as assigned Certified Laboratories, Inc is an equal opportunity employer MFDV. We provide a professional working environment and a competitive compensation and benefits package that includes a 401(k) plan, medical, dental, vision and life insurance.

To learn more about our Company, please visit our website at HelpDesk