Desktop Support

Desktop Support

Naugatuck, Connecticut

Job description

The Help Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Your tasks and responsibilities

Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install / troubleshoot anti-virus software. Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Develop help sheets and frequently asked questions lists for end users. Support company owned smartphones and MDM related software

Your skills and experience


College degree in the field of computer science, information sciences, or related field and/or 4 years equivalent work experience. Certifications in A+, Network + preferredTECHNICAL SKILLS / EXPERIENCE: Knowledge of basic computer hardware, including motherboard, hard drive and memory. Experience with desktop and server operating systems, including Windows 7, Windows 10, and Windows Server 2008 R2 Extensive application support experience with Microsoft Office 2010 and 2013, and smartphone devices. Encryption Software Airwatch MDM Working knowledge of a range of diagnostic utilities including disk clean, defrag, USB ERD recovery tools. Good understanding of the organization's goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills. Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language. Highly self motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment.

Good reasons to join

We offer competitive compensation, a comprehensive benefits package, employee discounts, tuition reimbursement, excellent training programs and a highly dynamic global work environment.


Kuehne + Nagel Inc - New York - Head Office
10 Exchange Place
Jersey City, NJ 07302-3920

About Kuehne + Nagel

With over 70,000 employees at some 1,300 locations in over 100 countries, the Kuehne + Nagel Group is one of the world's leading logistics companies. Its strong market position lies in the seafreight, airfreight, contract logistics and overland businesses, with a clear focus on providing IT-based integrated logistics solutions. Further information can be found at www.kuehne-nagel.com

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