Help Desk Analyst

Job Title: Help Desk Analyst

Location-Type: On-site 5 days/week NYC

Start Date Is: 7/22/2024

Duration: 6-month contract

Compensation Range: $30-$35/hr

Role Overview:

We are seeking an experienced IT Service Desk Specialist to join our team at client. This is an onsite role that requires providing technical assistance and support related to computer systems, hardware, and software. The ideal candidate will have a strong background in IT service desk operations, with the ability to diagnose and resolve technical issues efficiently.

Day-to-Day Responsibilities:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries in-person or over the phone, ensuring prompt resolution.
• Write training manuals and train computer users on various systems and applications.
• Maintain the daily performance of computer systems.
• Respond to email messages from customers seeking help and follow up to ensure issues are resolved.
• Ask questions to determine the nature of the problem and walk customers through the problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers and run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Gain feedback from customers about computer usage and run reports to determine recurring malfunctions.

Must-Haves:

• Experience: Minimum of 3 years in the field of IT Service Desk or user support.
• Technical Skills:
• Proficiency with PC/MAC OS and server platforms.
• Knowledge of Active Directory, SCCM, Casper, and Windows/MAC desktop applications.
• Experience with desktop computer hardware, printers, and peripherals.
• Familiarity with mobile device support (Windows, iOS, Android).
• Understanding of basic networking protocols.
• Communication Skills: Exceptional oral and written communication skills.

Nice to Haves:

• Additional certifications in IT support or related fields.
• Experience in creating and delivering training materials.
• Strong problem-solving skills and the ability to think analytically.
• Customer service experience in a technical support environment.