Help Desk Analyst - Workforce Opportunity Services

Overview:

Workforce Opportunity Services (WOS) is a leading 501(c)(3) nonprofit committed to developing the skills of untapped talent from historically underrepresented communities through partnerships with organizations dedicated to diversifying their workforce.

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WOS uses a scientifically based model derived from research conducted at Columbia University that enables us to recruit, educate, train, and place high-potential candidates with leading organizations around the world. To date, WOS has served 6000+ individuals through partnerships with more than 65 corporations in 60+ locations worldwide. For more information, visit wforce.org.

 

As a Help Desk Analyst, this position provides technical software, hardware and network problem resolution to all employees by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment.  This position also escalates all level two requests that cannot be resolved to Desktop Technicians or Network engineers. This role reports to the Service Desk Manager.

Responsibilities:

• Provide first level Service Desk support of PC/MAC end users.
• Receive end user Service Desk requests (phone, electronic)
• Coordinate problem identification and resolution
• Track and report Service Desk activities by placing incidents into an ITSM Solution ServiceNow
• Deliver technical customer support over the phone in a call center environment
• Identify, troubleshoot and resolve a wide range of technical computer-related problems
• Make the distinction between level one and level two end user problems
• Master new computer technology
• Maintain cooperative working relationships
• Demonstrate sensitivity to, and respect for, a diverse population

Qualifications:

• Authorized to work in the United States
• High School Diploma (or equivalent)
• Available to commit to a full-time schedule
• 3+ years of experience in the field of IT Service Desk or user Support.
• Experience with PC/MAC OS and server platforms, Active Directory,  SCCM, Casper, and Windows/MAC desktop applications is essential.
• Experience with Desktop computer hardware, printers, and peripherals.
• Experience with Mobile Device Support (Windows, IOS, Android).
• Understanding of basic Networking protocols.
• Exceptional oral and written communication skills.
• Provide support for Publishing and other business specific systems.
• Extensive knowledge of Adobe products (InDesign, Photoshop, Illustrator and acrobat.
• Font management software (UTC).
• Experience troubleshooting printing issue

Additional Information:

Location:

• New York, NY

Job Type:

• Full-Time
• Contract - 6 Months

Salary:

• $38.00-$40.00/Hour

Benefits:

• Low Cost Health Insurance
• Free Training (Program specific)
• Paid Vacation
• Paid Company Holidays
• Education Assistance/Reimbursement (Toward first degree - Bachelors/Associates)
• Individual Mentor 
• 401k Retirement Savings
• Interest free loans (Case basis)

About Us:

At WOS, we celebrate diversity and are committed to creating an inclusive environment for all employees and ensuring a workplace free from all forms of discrimination or harassment. We strongly encourage women, people of color, people who are veterans, people who identify as LGBTQIA, and members of ethnic minorities to apply!

Pay Range:USD $38.00 - USD $40.00 /Hr.