Help Desk Analyst Desktop Support

Job Description

IT Support/Helpdesk Analyst

ONSITE - NYC - Near Hudson Square

6 Month contract (with potential extension OR conversion to perm)

Position Summary:

This position is responsible for delivering desk side and telephone technical support services to the end user community, which is both onsite & remote. This includes resolving software problems (e.g., applications performance issues), hardware failures (e.g., PCs, peripherals, printers, videoconferencing equipment, etc.), software distribution (e.g., application installation), and providing recommendations for technical and operational improvements. The incumbent will install and configure computer workstations, printers and peripheral equipment as needed.

Interact with outside vendors on contract fulfillment and problem resolution. Work is performed under the supervision of the IT Support Manager or delegate.

A strong commitment to technical excellence and teamwork will be required. A strong work ethic (reliable and timely attendance) is essential.

• Perform technology support by responding to service requests (e.g., requests for upgraded hardware to meet customer’s needs), resolving technical problems (e.g., computer or software performing unacceptably slow) or a request for information or assistance.
• Contribute to technology projects (e.g., upgrading software to the most recent version) following project tasks, deliverables and timelines.
• Make recommendations regarding the selection and use of technology (e.g., hardware and software) in the IT support space.
• Make recommendations on improving processes & performance within operational and support areas.
• Install new software releases and system upgrades.
• Resolve system/application-related problems in support of operational areas.

• BA or BS in computer science or a related field, or minimum 3 years of relevant work experience
• Strong technical knowledge with a focus on Microsoft desktop products:
  Windows 11, Office 365
• Ability to analyze and resolve issues in a timely manner
• Excellent interpersonal & communication (written and verbal) skills

• Strong work ethic: reliable and timely attendance
• Experience with online ticketing systems
• Release Management experience is a plus
• Experience with Active Directory
• Experience with MS System Center
• Experience in working with outside vendors is desirable
• Excellent phone skills with the ability to:
  • Manage multiple calls
  • Handle all calls in a calm, patient, and supportive demeanor

• Occasional lifting up to 30 lbs (moving users, hardware add/move/remove)

Standard US workdays. Exact times TBD

• Flexible (Start time as early as 5 AM; end time as late as 6 PM). Regular schedule will be fixed but with occasional variance to cover empty shifts when colleagues are out.
• Occasional weekend work as needs dictate.