Helpdesk Analyst

We are seeking a Help Desk Analyst to provide day-to-day technical support to end-users via phone, remote access and desk-side support. The Help Desk Analyst will be responsible for delivering, setting up, configuring and troubleshooting end-user desktops & laptop computer hardware, software, printers and BYOD devices as needed. They must also be able to resolve problems quickly with little impact to the end-users. Successful candidates will share our values and have an interest in working with the latest technologies in support of our operations team to provide exceptional support   

Responsibilities   

  • Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and product such as Office 365/Office 2013
  • Meets and communicates with users, solves issues in a positive and efficient manner
  • Assist in maintaining an inventory of IT hardware and software assets.
  • Assists end-users with basic computing and telecommunication issues and questions.
  • Leverage remote support tools to help resolve support requests.
  • Ensure all problem tickets are closed within their established guidelines.
  • Perform special projects and miscellaneous duties as requested and as time permits.
  • As an Helpdesk team member, you may be asked, as new business needs arise, to accept additional tasks and responsibilities within the department, besides those detailed in this job description  

Requirements  

  • Ability to work independently and within a team environment
  • 3+ years’ experience with setting up and troubleshooting Microsoft office suite products (Office 365/Office 2013).
  • 3+ years’ troubleshooting Windows 8.1 and above operating systems.
  • Experience using some type of Remote Desktop Support Tool.
  • Experience with a ticketing system.
  • Setup and troubleshoot network printers for end-users.
  • Ability to manage time effectively and complete required projects on time.
  • 3+ years’ experience working in a Help Desk or Desktop environment.
  • Ability to identify the elements of a situation/ability to visualize, articulate and solve problems.
  • Ability to diplomatically interact and communicate with all levels of an organization
  • Strong multi-tasking skills, attention to detail.
  • Ability to write routine reports and correspondences.
  • Self-starter and motivated with learning new technology
  • Excellent organization and multi-tasking skills.
  • Has an understanding of Desktop Support SLA’s
  • Excellent communication skills.
  • Diagnosing a problem and performing root cause analysis to improve systems or procedures
  • Understanding user requirements and providing recommendations
  • Ability to prioritize requests coming into your queue

Minimum Qualifications    

  • Associates Degree in a related technical discipline, or the equivalent combination of education and technical certifications, training and/or work experience.  
  • 3+ years of field experience.  
  • A+, Microsoft certifications, or other IT related certifications are a plus.  
  • Understanding of VPNs and Wi-Fi profiles is a plus.  
  • Experience with Telecom/VOIP is a plus.  
  • Microsoft Windows Image Deployment experience needed  
  • PowerShell or other scripting experience a plus.   

Job Category: end user support
Job Type: Contract-To-Hire
Job Location: Brooklyn NYC
Seniority: associate

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