We are seeking a Help Desk Analyst with desktop support experience to work in our corporate office in midtown Manhattan.
Essential Job Duties:
Provide first line technical support; answering support queries via phone or email, assisting with hardware and software problems.
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Respond to inquiries from clients and help them resolve hardware or software problems in a timely manner.
Allocate more complex calls to relevant second level IT Support member(s).
Arrange for external technical support where problems cannot be resolved in house.
Keep management aware of any problems that are severely impacting business operations or wide spread issues.
Client password policy assistance and resets.
Maintain status of issues and keep in continuous contact with the client and IT support personnel.
Physically install\ setup PC's, related hardware and software.
Provide assistance in the maintenance of network equipment
Must be able to split travel to Elmsford, NY location and Manhattan/Corporate location during the week (half and half)
Minimum 3 years Helpdesk and or Desktop support experience.
Exceptional communication, verbal and written skills
Professional and courteous telephone manner.
Strong problem solving skills.
Creative thinking, with excellent troubleshooting and organizational skills.
Strong knowledge of Microsoft based operating systems with an emphasis on Windows XP and Windows 7.
Experience in troubleshooting computer\ hardware issues within a network environment (monitors, printing, file access,etc)
Experience with using and troubleshooting Microsoft Office suite.
Basic understanding of PC hardware set-up, configuration and networking.
Knowledge of the ITIL methodology, change management process and risk management processes is desirable.
Ability to multitask and require minimal supervision.
MCP, A+ certification, or Microsoft Specialist training is a plus.