IT Receptionist - Monsey, NY
MissionHires is seeking an IT Receptionist on behalf of a technology company specializing in VoIP, unified communications, and IT support. In this front-desk and Tier 0/1 hybrid role, you’ll be the first point of contact for visitors and callers while triaging basic IT requests, creating tickets, and ensuring smooth communication across the organization. The ideal candidate blends professional reception skills with foundational IT helpdesk knowledge, supporting a security-first, customer-centric environment. Responsibilities:
- Greet visitors, manage check-ins, issue badges, and follow security protocols
- Answer and route incoming calls, emails, and chats using VoIP/unified communications systems
- Create, triage, and assign IT support tickets; capture clear problem descriptions and priorities
- Provide Tier 0/1 support (password resets, account unlocks, basic connectivity/VoIP phone issues)
- Maintain reception calendar, meeting room bookings, and video/voice conference setups
- Monitor helpdesk queues and escalate incidents according to SLAs and runbooks
- Assist with user onboarding/offboarding tasks (phone extensions, distribution lists, basic access)
- Keep visitor logs, asset handoffs, and documentation accurate and up to date
- Coordinate with technicians for field visits, RMAs, and equipment deliveries/pickups
- Perform light office/admin tasks (mail handling, supplies, inventory of headsets/handsets)
- Follow security and privacy best practices when handling sensitive information
- Contribute to continuous improvement by documenting FAQs and suggesting process enhancements
Requirements:
- 1–3 years in a receptionist, front-desk, or IT helpdesk/support role (MSP or telecom/VoIP environment a plus)
- Working knowledge of VoIP concepts (extensions, voicemail, softphones, call routing) and unified communications tools
- Basic troubleshooting of Windows/macOS login issues, MFA, password resets, and connectivity
- Familiarity with ticketing systems (e.g., Zendesk, Freshservice, Jira Service Management, or similar)
- Strong verbal and written communication; professional phone etiquette and customer-centric mindset
- Ability to multitask, prioritize, and remain calm in a fast-paced environment
- Discretion and reliability in following security-first procedures (visitor management, identity verification)
- Comfort with conferencing platforms (Teams/Zoom) and room A/V setups
- Reliable attendance and willingness to support core business hours on-site
- High school diploma or equivalent; relevant certifications (CompTIA A+, HDI, ITIL Foundation) are a plus