Helpdesk Support Specialist

New York, NY
Engineering
Full-time

We lead the leaders.  Ladder’s community of 10 mm leading professionals come to us to be inspired, grow in their careers, and get ahead in their professional lives.  We focus on the $100K+ job market, representing 25% of all jobs and about 50% of income in the US & Canada.  We build data-driven tools, marketplaces, news and entertainment products for our growing audience, and the companies, recruiters, and advertisers that want to reach them.

We work best with people who enjoy using their talents, commitment and hard work to achieve great successes for millions of real life users through products that impact their actual lives.  We are deeply technology-driven -- about half the company are engineers, technical product people or product designers -- but we never build technology for technology’s sake.  We’re always trying to connect our efforts to the good it can do it people’s lives.

As a Helpdesk Support Specialist, you will gain experience by providing customer support for various types of desktops, laptops, mobile devices, printers, and video equipment.  You will be responsible for responding to internal end users queries by phone, email, IM or in person; providing support ranging from creating new accounts, answering questions about application usage or performance, to troubleshooting printer and network connectivity issues to managing the DHCP server.

Responsibilities of the Helpdesk Support Specialist:

    • Provide Level 1 and Level 2 desktop support of Mac/Linux/Unix, Windows, IP Telephones
    • Installing, configuring and relocating computer hardware and software as required.
    • Responds to telephone calls, email, IM and personnel requests for technical support, resolving daily tickets and prioritizing daily activities(HelpDesk).
    • Documents, tracks and monitors the problem to ensure a timely resolution.
    • Basic user training/education
    • Ownership of client issues and escalating issues to next level or vendors as appropriate.
    • Execute, and help maintain, documented processes to resolve common issues and maintain inventory information.
    • Install hardware and software, maintain network operations, and ensure that inquiries and problems concerning networks, computers, peripherals, and services are expeditiously resolved
    • Maintain a data repository of all network hardware and software.Identify, research, and resolve technical problems
    • Document processes and manages equipment inventory

Basic Qualifications of the Helpdesk Support Specialist:

    • Experience working with and troubleshooting Apple products, including: OSX, Macs, Linux, Unix and Microsoft products, including Windows OS, Outlook, Exchange, Active Directory, and Microsoft Office (for both Windows OS and Macs).
    • Experience with Google Apps for WorkWorking knowledge of desktop, laptop, printers, and mobile hardware troubleshooting and configurations.
    • Experience in desktop support and A/V equipment configuration and maintenance.
    • Bachelor's degree or technical school education, or equivalent.
    • Proficiency in the imaging and deployment of computers in a corporate environment.
    • Ability to maintain effective working relationships with supervisor and coworkers
    • Outstanding communication skills, enthusiasm, and ability to handle multiple tasks and prioritize support requirements.
    • Ability to maintain effective working relationships with supervisor and coworkers

Preferred Qualifications (any of the following is considered a plus):

    • Proficient knowledge of: TCP/IP, 10/100 Base-T, hubs, switches and routers, Wi-Fi, etcTechnical, Network, Audio Visual and/or Teleconferencing certifications.
    • Knowledge of networking principles, practices and technologies (TCP/IP protocol suite)
    • Experience with AWS/Devops (Docker, Jenkins, Ansible, Git, Grunt, Chef, Puppet, logstash etc)
    • LAN/WAN troubleshooting and administration skills
    • VPN and remote access experience
    • Experience in IP Telephony
    • Experience with Windows Servers as Domain Controllers

We’ve been helping professionals, employers, and recruiters thrive since 2003 and are based on the 51st floor of New York’s largest office building, with gorgeous views of New York Harbor and World Trade Center.