Tier 1 Helpdesk Support

Position: Tier 1 Helpdesk Support

Location: New York, NY

Salary: $60,000 - $70,000 / year

Work Auth: US Citizen (no sponsorship)

Benefits: This position is eligible for medical, dental, vision, and 401(k)

We are looking for a Helpdesk Analyst for our Information Technology team. We are seeking a top-performing and highly motivated individual who is team oriented and can easily adapt to a fast-paced environment. Tier I support is the first tier of support and is provided by helpdesk personnel with a lower level of experience and handles more common incidents.

This role is based out of the New York office.

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred
• 2+ years of IT and desktop support experience
• Experience working with Office 365
• Experience supporting Windows, IOS, and Android devices
• Working knowledge of Active Directory
• Ability to troubleshoot, diagnose and repair basic hardware and software issues
• Ability to follow standard IT procedures, including escalation of issues when necessary
• Ability to work both independently and collaboratively as a team
• High level verbal and written communication skills, including the ability to explain technical concepts to non-technical audiences
• Basic understanding of networking and security principles

• Basic troubleshooting of user issues/tickets
• Creation/Elevation of tickets for TII Support
• Solving common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup
• Creating documentation
• Collecting user requests and data
• Carrying out of processes, like onboarding, using established procedures