About Atypon / Wiley
Atypon (), a John Wiley & Sons company, is the world’s largest technology company in the scholarly and professional publishing industry.
Headquartered in Silicon Valley, California, and spread in five different countries, Atypon is renowned for its technological leadership when it comes to management and online delivery of professional and scholarly publisher content.
Atypon's online publishing platform hosts more than 50% of the English-language Science, Technical, Engineering and Mathematics (STEM) publications in the world.
About the Role
We are looking for an IT HelpDesk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front-liner and you will solve basic technical problems and provide support for all assigned areas.
Your responsibilities will among others include the following tasks :
Provide technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Provide answers to employees by identifying problems, researching answers, and guiding employees through corrective steps
Improve employee references by writing and maintaining documentation
Improve system performance by identifying problems and recommending changes
Update job knowledge by participating in educational opportunities and maintaining personal networks
Accomplish information systems and organization mission by completing related results as needed
Serve as the first point of contact for employees seeking technical assistance over chat or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and the details provided by the employee
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update employees status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Maintain daily performance of computer systems
Write training manuals
Install, modify, and repair computer hardware and software
Clean up computers
Run reports to determine malfunctions that continue to occur 
