Looking for a Helpdesk Analyst for our Information Technology team in New York. 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.
Responsibilities
- Basic troubleshooting of user issues/tickets
- Creation/Elevation of tickets for Tier II 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
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field preferred
- One to two 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