Help Desk Analyst - A-Line Staffing Solutions
New York, NY
About the Job
Title: Help Desk Analyst
Location: New York City, NY – Midtown Manhattan
Note: This role is NOT open to C2C or 3rd party candidates
The Help Desk Analyst provides 1st level Service Desk support for over 12,000 PC/Mac end-users located throughout the country, as well as international users. Support includes data center operations, disaster recovery services, Service Desk services/support, premedia systems support, voice systems/services, systems administration, messaging services/support, A/V support, application development, and training.
The Help Desk Analyst will receive end-user Service Desk requests (via phone or electronic) and provide problem resolution to all employees by performing question/problem diagnosis, coordinating identification and resolution processes, and guiding users through step-by-step problem resolutions in a call center environment, including tracking and reporting on Service Desk activities by placing incidents into an ITSM Solution, ServiceNow. Level 2 requests that cannot be resolved will be escalated to Desktop Technicians or Network Engineers. This role reports to the Service Desk Manager.
Job Qualifications:
- 3+ years of experience in the field of IT Service Desk or end-user support, with the ability to provide support for publishing and other business-specific systems
- Ability to deliver technical customer support over the phone in a call center environment, making a distinction between level 1 and level 2 end-user problems
- Experience identifying, troubleshooting, and resolving a wide range of technical computer-related problems related to desktop computer hardware, printers, and peripherals
- Experience with PC/Mac OS and server platforms, including Active Directory, SCCM, Casper, and/or Windows/Mac desktop applications
- Experience with Mobile Device Support (Windows, IOS, Android)
- A strong understanding of basic networking protocols
- Experience supporting Adobe products (InDesign, Photoshop, Illustrator, Acrobat)
- Experience with font management software (UTC)
- Exceptional oral and written communication skills
- Ability to master new computer technologies
- Ability to maintain cooperative working relationships while demonstrating sensitivity and respect for diverse populations
Note: This role is NOT open to C2C or 3rd party candidates
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