Service Desk Analyst
$75,900–$106,425 year
On-siteNew York City, New York, United States or New York, United States
Job Summary
Support desktop and laptop users by installing software and peripherals, diagnosing hardware issues, and coordinating repairs. Respond to requests via remote tools or in person, escalating problems as needed while maintaining inventory of over 700 devices. Manage printer maintenance, enforce security policies, and configure user accounts in Active Directory and Entra ID. Collaborate with Application Development, Information Security, and Network Services teams to resolve network-based service issues. Conduct one-on-one instruction, maintain documentation, and research new technologies to recommend purchases. Travel between departments and work flexible schedules outside normal business hours when required.
Required Qualifications
- A high school diploma or equivalent educational certification
- A minimum of 1 year service desk support experience in a Microsoft environment
- Excellent working knowledge of Windows 11 and the suite of Microsoft Office products
- Working knowledge of remote control support applications, such as Microsoft System Center and Configuration Manager (SCCM), Microsoft Teams screen-share and Remote Desktop Protocol (RDP)
- Understanding of basic networking concepts and the operation of switches, routers and hubs
- Proven ability to provide telephone-based and in-person support for troubleshooting and resolving technical issues
- Excellent verbal and written communications skills
- Proven ability to interact with all levels of employees
- Ability to demonstrate multi-task management skills
- Demonstrated commitment to and proficiency in customer service culture
- Exhibits and champions excellence in work habits and a willingness to embrace change
- Demonstrated ability to work proactively, independently, and as part of a team
- Detail-oriented and methodical in solving problems and managing multiple projects
- Possess an aptitude toward learning technical concepts
- Be results-oriented and a quick learner in supporting new products and technologies
- Be able to travel and to work flexible schedules outside normal business hours when required
- Involves lifting of computers & monitors up to 50 pounds
Desired Qualifications
- A BA/BS
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