IT Help Desk Technician

UNIVERSAL Technologies is seeking an IT Help Desk Technician for an on-site role in Long Island City, NY. May change to a hybrid schedule after 90 days. Candidates with an active LinkedIn preferred. This role provides hands-on technical support for desktop and laptop computers, software applications, peripheral devices, and related technology by responding to high-volume phone and email requests in an IT Service Desk Setting.

WHO WE ARE

UNIVERSAL Technologies is a Women-Owned Business Enterprise (M / WBE) IT consulting firm specializing in providing top-tier technical talent and innovative solutions to public sector and commercial clients. We are committed to delivering excellence, fostering long-term partnerships, and supporting the success of both our clients and our consultants.

WHAT WE OFFER

Competitive compensation

Comprehensive benefits

Professional growth opportunities

A supportive, people-first environment

The opportunity to contribute to impactful technology initiatives

MANDATORY SKILLS / EXPERIENCE

Bachelor’s degree in Computer Science

Experience with Service Desk ITSM software

At least 2-4 years of experience handling a high volume of calls in an IT Service Desk environment

Strong written communication skills for effective email correspondence

Strong organizational skills and attention to detail for handling complex tasks

Excellent Microsoft 365 skills, including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint

Proficiency with Windows Operating Systems

Basic printer support skills

Strong knowledge of Windows OS troubleshooting

Ability to work effectively as part of a team

SCOPE OF SERVICES

Address incoming Service Desk phone and email requests; generate, resolve, and route service tickets

Perform PC and printer troubleshooting to identify and resolve issues

Accurately interpret and document information to classify service requests

Route requests requiring additional approval to appropriate channels

Configure, deploy, and support computers, peripherals, and software according to established standards

Troubleshoot hardware and software issues using documentation, online resources, and team collaboration

Work with Network Infrastructure and Server Support teams to resolve escalated issues

Coordinate with external vendors to resolve technical problems

Escalate complex issues to Level III support or management when needed

Ensure timely ownership, follow-up, and resolution of assigned tickets

Train and orient staff on best practices for hardware and software usage

Recommend and perform system upgrades and maintenance

Follow and enforce IT policies and procedures

Manage daily work queue efficiently

Lift and transport computer equipment (desktops, laptops, printers) as needed

Assist with special projects as assigned

UNIVERSAL Technologies is an equal opportunity employer.