• IT Help Desk Technician

    UNIVERSAL Technologies, LLC (Long Island City, NY)


    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.