Help Desk Analyst - A-Line Staffing Solutions : Job Details

Title: Help Desk Analyst Location: New York City, NY Midtown Manhattan Note: This role is NOT open to C2C or 3 rd party candidates The Help Desk Analyst provides 1st level Service Desk support for over 12,000 PC/Mac end-users located throughout the country, as well as international users. Support includes data center operations, disaster recovery services, Service Desk services/support, premedia systems support, voice systems/services, systems administration, messaging services/support, A/V support, application development, and training. The Help Desk Analyst will receive end-user Service Desk requests (via phone or electronic) and provide problem resolution to all employees by performing question/problem diagnosis, coordinating identification and resolution processes, and guiding users through step-by-step problem resolutions in a call center environment, including tracking and reporting on Service Desk activities by placing incidents into an ITSM Solution, ServiceNow. Level 2 requests that cannot be resolved will be escalated to Desktop Technicians or Network Engineers. This role reports to the Service Desk Manager. Job Qualifications: 3 years of experience in the field of IT Service Desk or end-user support, with the ability to provide support for publishing and other business-specific systems Ability to deliver technical customer support over the phone in a call center environment, making a distinction between level 1 and level 2 end-user problems Experience identifying, troubleshooting, and resolving a wide range of technical computer-related problems related to desktop computer hardware, printers, and peripherals Experience with PC/Mac OS and server platforms, including Active Directory, SCCM, Casper, and/or Windows/Mac desktop applications Experience with Mobile Device Support (Windows, IOS, Android) A strong understanding of basic networking protocols Experience supporting Adobe products (InDesign, Photoshop, Illustrator, Acrobat) Experience with font management software (UTC) Exceptional oral and written communication skills Ability to master new computer technologies Ability to maintain cooperative working relationships while demonstrating sensitivity and respect for diverse populations Note: This role is NOT open to C2C or 3 rd party candidates ALINE11