IT Technician - Desktop support

National Air Cargo was founded in 1991 as a high-quality, rapid response freight forwarding service. We move faster, respond sooner and deliver more. Our clients trust us with their cargo because we have proven our ability to react quickly and protect our cargo completely while delivering on time anywhere in the world, Our commitment, determination and integrity are "The National Way" of doing business.

We are looking to hire an IT Technician in our Orchard Park office. The IT Technician works across a broad range of technologies and liaises across multiple areas of the business to support incidents, issues and requests. Position is responsible for answering IT requests via help desk software, phone, email, live or instant message and then explaining solutions in technical and non-technical terms.

Essential Functions:

· Build and install PCs, telephone systems and peripheral devices (iPads, printers, scanners, mobile/smart phones) related to desktop infrastructure in accordance with department standards

· Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance

· Stay updated on new developments in, and analyze reviews of, computing technologies

· Traveling to client’s location or connecting via remote link.

· Provide advice and guidance to colleagues regarding incidents

· Identify, log and resolve technical problems with software applications or network systems

· Identify potential changes and system improvements

· Provide basic training in computer operation and management

· Ensure that work is carried out within agreed service levels and in accordance with department guidelines

· Manage the Windows 10 operating system

· Explain and document technical issues in a clear way to end users

· Act as the initial point of contact for all computer and system related concerns from employees

· Assist management in creating training materials pertaining to computer troubleshooting and usage

· Attend in-person meetings with clients and end users to analyze, troubleshoot and diagnose hardware problems

· Resolve technical issues related to network interruptions

· Install and configure computer systems and applications within the company

· Manage IT Helpdesk tickets from first receipt to documented closure

· May perform other duties as required or directed

Qualifications:

· Extensive experience working with different operating systems including Windows, Microsoft cloud services and MAC OS.

· Knowledge of On-premises Windows Active Directory

· Basic knowledge of VoIP phone systems

· Professional written and verbal communication skills

· Problem solving

· Comfortable working with and assisting others in person and through company help desk software such as ConnectWise in addition to other remote access desktop programs

· Ability to communicate effectively and professionally to clients and customers

· Time management skills and the ability to establish reasonable and attainable deadlines for resolution.

· Ability to prioritize and manage multiple projects efficiently

· Ability to travel and work after hours when necessary

· Industry specific certification in relevant computer languages or software may be required

Job Type: Full-time

Pay: $57,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Ability to commute/relocate:

• Orchard Park, NY 14127: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Required)

Experience:

• Help desk: 1 year (Preferred)

Work Location: One location