Job Description

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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.

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Job Tags

Full time,

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