Service Desk Analyst

Service Desk

New York Stanford (CT)

Fulltime

The ideal candidate will have strong technical troubleshooting skills a passion for helping users and the ability to resolve a variety of IT issues in a timely and professional manner.

Responsibilities

• Provide first-level support to users experiencing issues with software hardware network connectivity and IT systems with a particular focus on the Microsoft Office environment (including Office 365). Troubleshoot and resolve incidents via phone email or in-person logging all actions in the helpdesk ticketing system
• Diagnose technical problems resolve incidents and escalate issues when necessary. Perform root cause analysis and apply solutions to prevent future occurrences
• Handle user access requests password resets and permissions within various IT systems following security protocols to ensure data integrity
• Assist with the installation configuration and maintenance of computers software applications (including Zoom and Slack for collaboration) printers and other peripherals. Coordinate hardware replacement or repair as needed
• Maintain detailed records of support requests actions taken and final outcomes. Update and maintain user guides FAQs and knowledge base documentation for common technical issues
• Identify and address potential technical issues before they impact users perform routine maintenance on IT systems and monitor IT infrastructure health
• Foster positive relationships with end-users maintain a friendly and professional demeanor and strive to provide the highest level of service satisfaction
• Work with other IT support teams and departments to resolve complex technical issues and provide feedback on potential areas of improvement in systems or processes

Qualifications

• Bachelors degree in Computer Science Information Technology or a related field is preferred. Relevant certifications (e.g. CompTIA A Microsoft Certified: Modern Desktop Administrator) are a plus
• 1-3 years of experience in a helpdesk or technical support role. Experience supporting the Microsoft Office environment (including Office 365) Zoom and Slack is highly preferred
• Familiarity with Microsoft Windows environments Office 365 Zoom Slack basic networking concepts and common IT support tools. Knowledge of ticketing systems (e.g. ServiceNow JIRA) is advantageous
• Strong communication skills customer service orientation patience and ability to work under pressure. Strong analytical and problem-solving abilities
• Flexibility to work in shifts or be on-call for emergency support as needed
• Familiarity with JamF to manage Mac and IOS devices.