Help desk analyst
New York, U.S.
Gross remuneration 25000.00 - 35000.00 € Yearly
Fixed-term
Full time
Provide IT support for clients remotely or at a client site. Find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service. Must be technically capable and a self-starter with strong organizational and customer service skills.
Desired Attributes and Experience
Customer service mentality
Strong organizational and time management skills
Excellent verbal and written communication skills
Strong interpersonal skills
Reliable
Solid understanding of computers, networks and software
Experience using MS Office applications: Word, Excel, Outlook
High attention to detail
Previous experience with ConnectWise or other ticketing system
Ability and willingness to travel to client sites as needed
Ability and willingness to work overtime when needed
Ability and willingness to work in a high-pressure environment
Ability and willingness to work in a collaborative team environment
Ability and willingness to quickly learn new technology and software
Ability to lift 50 lbs.
Responsibilities and Duties
Install and configure hardware and software
Respond to tickets in accordance with SLA guidelines
Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
Respond in timely manner to requests and issues
Repair and replace equipment as needed
Provide onsite and remote support to end users
Assist in AV setups as needed for meetings
Assist new hire training for basic IT needs.
Set up new workstations for users (deploying equipment, checking over account setups).
Heavy use of Windows and Mac OS devices
Ability to work in Active Directory
Test new technology
Create documentation for staff for training purposes
Resolve Tier One/Two support tickets
REQUIREMENTS
Hardware & Software Installation, Desktop Hardware, MS Windows 10, Microsoft Office 365, Mac OS, Troubleshoot Network and Repair