JOB DESCRIPTION

New Castle Building Products (NCBP) is a family owned and operated distributor of building supplies based in White Plains, New York, serving the Northeastern United States with twenty plus convenient locations in six states. With a history dating back to 1910, New Castle has evolved from a small sheet metal distributor, to a full service distributor of building materials specializing in commercial and residential roofing.

Our Headquarters based in White Plains is seeking a full time Helpdesk Technician. Candidates will provide Tier 1 support to our employees via phone, email, and other company communication channels. This individual will ask appropriate questions and use knowledge and resources to diagnose and resolve issues. Issues that extend beyond Tier I span of control would be escalated. Candidates should have an outgoing personality, good communication skills, and experience working in a help desk environment.

Main Job Tasks & Responsibilities:

• Serve as the first point of contact for employees seeking technical assistance over the phone, email, company chat, etc.
• Manage Help Desk tickets in a timely manner.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by employees.
• Walk the employee through the problem-solving process.
• Direct unresolved issues to the next level of support.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update employee status and information.
• Identify and suggest possible improvements on procedures.
• Install, make changes, and repair computer hardware and software.

Qualifications for the Role:

• Excellent verbal and written communication skills.
• 2+ years of experience working in a help desk environment.
• Detail oriented in order to keep detailed notes on tickets.
• Highly organized to keep Help desk tickets order.
• Ability to diagnose and resolve basic computer technical issues.
• Proven experience as a help desk technician or other customer support role.
• Tech savvy with working knowledge of office automation products, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Customer service oriented.
• Degree in IT, Computer Science or relevant field.
• G Suite enterprise administration skills preferred.

Benefits:

We offer a full benefits package including:

• Unparalleled work environment
• Competitive pay
• Paid vacation time
• Paid sick time
• Paid holidays
• Benefits: Medical/Dental/Vision/Life Insurance
• 401(k) with discretionary employer match
• A yearly performance review
• Access to a state-of-the-art gym
• Casual, yet professional work environment

Wage Range: $55k- $70k annually plus commission and additional benefits. In compliance with applicable law, this range is a good faith estimate based on potential employee qualifications, operational needs and other considerations permitted by law.