IT Helpdesk Technician

Job Description

Onsite Yonkers / 26-28hr / Long Term Contract

The Helpdesk Technician with Networking Support experience is responsible for providing first and second line technical assistance to end users, troubleshooting hardware, software, and network issues, and ensuring timely resolution of service requests. This role combines strong customer service skills with hands on networking knowledge to maintain system uptime and support business continuity.

Key Responsibilities:

Serve as the primary point of contact for incoming IT support tickets via phone, email, or ticketing system, documenting all actions and resolutions.

Troubleshoot and resolve desktop, laptop, printer, and peripheral hardware issues.

Diagnose and remediate network connectivity problems (LAN/WAN, Wi Fi, VPN), including switch/router configurations and firewall rules.

Assist with user account management in Active Directory and other identity platforms (password resets, permissions, group membership).

Install, configure, and update operating systems (Windows, macOS) and standard business applications.

Monitor network performance and collaborate with network engineers on escalated incidents or outages.

Perform routine system maintenance tasks, such as patch management, backup verification, and antivirus updates.

Educate end users on best practices and self service tools to reduce recurring issues.

Escalate complex issues to senior IT staff or external vendors when necessary, and follow through to resolution.

Qualifications:

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience.

2+ years of helpdesk or IT support experience, with demonstrated exposure to network troubleshooting and administration.

Solid understanding of TCP/IP networking, DHCP, DNS, VPN, and wireless networking principles.

Hands on experience configuring and supporting network devices (switches, routers, firewalls).

Familiarity with Active Directory user and group management.

Strong customer service orientation, clear communication skills, and ability to work under pressure.

CompTIA A+ and Network+ certifications or Cisco CCNA (preferred).

Ability to document technical procedures and share knowledge with the team.Company Description

Top Prospect Group founders and management team offer more than 25 years

of experience in Information Technology and Creative Staffing. Our fundamental goal is to build successful relationships resulting in accurate job and prospect representations. Top Prospect Group meets with those we work with face-to-face to garner a better understanding of candidate or client requirements. By leveraging our experience and market insight, we are then able to provide a more consistent recruitment process.