Customer Service Technical Support (New York)

A global IT solutions company based in Downtown Manhattan is seeking experienced Call Center Help Desk professionals to support a large-scale public sector project. Ideal candidates will have prior experience providing technical troubleshooting and end-user support over the phone in a fast-paced environment. Multiple shifts are available, and interviews are being scheduled immediately for qualified candidates.RESPONSIBILITIES include but not limited to:Serve as the first point of contact for incoming calls, chats, and ServiceNow ticketsTroubleshoot and resolve technical issues with a strong focus on first-call resolutionDocument, track, and manage tickets accurately while meeting SLA and performance targetsSupport users with password resets, MFA, login access, networking, and general IT troubleshootingEscalate complex or high-priority issues to appropriate support teams and maintain ownership through resolutionProvide clear support to technical and non-technical users while promoting self-service tools and best practicesIdentify recurring issues, follow escalation procedures, and adhere to security and data privacy standardsParticipate in team meetings, training, cross-training, and handle high call volumes as neededQUALIFICATIONS:Must have 2-3 years of handling technical troubleshooting like password resets, rebooting, or similar assistance over the phoneCompTIA A+ highly preferredMust be able to work onsiteFlexibility to work various shiftsStrong communication skills written and verbalMinimum HS diploma or GED