Help Desk Analyst (NYC - 36th Street)

Position Summary: Under the direction and supervision of VIP I.T. Director, the Helpdesk Analyst will be responsible to support the organization technology services, and provide customer support. Experience troubleshooting networks, hardware, software, mobile devices, IoT, be self-driven, able to communicate effectively, provide detail documentation of issues/solutions, and is able to handle stressful situations calmly., * Serve as the first point of contact for customers seeking technical assistance over the phone, email or helpdesk system

• Diagnose and resolve technical hardware and software issues
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the problem-solving process
• Record events and problems and their resolution in VIP Helpdesk system
• Follow-up on assigned tickets and update staff of its status and relevant information
• Identify and suggest possible improvements on procedures
• Direct unresolved issues to the next level of support personnel
• Writing, editing, and revising system procedures of new and updated software and hardware
• Windows Active Directory account management, Updates, Adds, Deletes, Changes and Password resets
• Adheres to inventory and change management procedures
• Handles multiple high priority tasks simultaneously
• Travels to various locations within New York to provide desktop support
• Knowledge of Windows 7/8/10, 2012 r2, Microsoft office and office365
• Networking, Routers, Switches, DNS, DHCP

• Associates Degree in Information Technology or related field
• Self-Motivated, willing to learn and stay up-to-date with technology
• Ability to travel, work overtime and weekends as needed
• Ability to independently research a problem using available resources, such as manuals, training materials and the Internet
• Excellent interpersonal, writing and oral communication skills., * Associates Degree in Information Technology or related field
• Self-Motivated, willing to learn and stay up-to-date with technology
• Ability to travel, work overtime and weekends as needed
• Ability to independently research a problem using available resources, such as manuals, training materials and the Internet
• Excellent interpersonal, writing and oral communication skills