JOB SUMMARY: The Help Desk Technician is part of a team that delivers excellent IT service and support by phone, in-person and through remote support tools to staff throughout ICL's locations in the New York City area. ESSENTIAL JOB FUNCTIONS: • Provide tier 1 and 2 helpdesk support by phone, online and in-person through visits to NYC area locations. • Follow established procedures to resolve common IT support requests. • Provision and prepare IT equipment for staff. • Maintain IT records, including asset management. • Perform standard Active Directory management tasks. • Assist with the development of and adherence to IT policies and procedures. • Participate in on-call after-hours rotation schedule. • Work with users to elicit the objectives behind their request and provide great customer service. • Maintain a clean and well-organized work environment. • Stay current with technology trends and continuously develop technical skills. • Work on tasks and projects as assigned by supervisor. EXPERIENCE: • Provide exceptional customer service. • Using Microsoft Windows and Office. • Performing basic hardware and software installation and troubleshooting • Collaborating with a team. • Utilizing strong written and verbal communications QUALIFICATIONS: • CompTIA A+, Network + or other technical trade certification. • Prior technical training, education, or course work