Helpdesk Support Specialist

New York, NY
Engineering
Full-time

Ladders is coming off a terrific 2017, and looking forward to an even better 2018.  The results speak for themselves:
#1 fastest-growing career site in the USA in 2017 according to comScore.  We grew traffic an astounding 128% and are back in the Top Ten largest career sites nationally.
#1 for Facebook Engagement among all career sites.  With the launch of Ladders News in April, we dominated the world’s largest social network and beat Indeed, LinkedIn, and everybody else in our space.
#1 highest average income of all national career sites.  The average Member at Ladders earns $149K / year, which makes us a top place for companies and recruiters to find their best professionals.
#1 Best-seller on Amazon: our career guides have taken top spot in Careers, Resumes, and Job-hunting categories on Amazon books.

Over the past year, we’ve upgraded our systems, people, business, and product.  We’ve added new leaders who have brought new energy and new momentum.

If you’re looking for a fast-paced, growth environment, with the chance for significant responsibility and career growth, we’d love to talk.

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