Lead Help Desk Analyst

4 weeks ago

Jersey City, United States Think Consulting Full time

Lead Helpdesk Analyst


6 month contract to hire


Think Consulting is seeking a Lead Helpdesk Analyst to join a leading organization for youth based in New York City- Hybrid.


KEY RESPONSIBILITIES:

  • Respond to and diagnose Level 1/Level 2 Technical Issues via phone, desk-side support, or remote-control technology.
  • Provide executive office support and assure excellent customer service and timely closing of trouble tickets in the ticketing system (Fresh service).
  • Conduct problem identification, research, isolation, resolution, and follow-up to ensure problem resolution and customer satisfaction.
  • Coordinate additional support to ensure problem resolution, customer satisfaction, and quality assurance.
  • Mentor and coach other helpdesk analysts on the team.


REQUIRED QUALIFICATIONS:

  • Experience supporting Mac OS and current Windows Desktop OS in a relevant help desk customer support environment.
  • Skilled in Jamf Administration
  • Outstanding soft skills, including strong communication, positive attitude, and ability to coach other team members.
  • Ability to document processes and policies for use by team members and end users.
  • Experience with deskside support and familiarity with imaging software.
  • Root cause mentality and preventative thinking approach to problem-solving.
  • Willingness to participate in an on-call rotation once every 3-4 weeks.
  • Availability to work a hybrid schedule in NYC with typical hours of 9 am - 5 pm.


PREFERRED QUALIFICATIONS:

  • Experience supporting C-Suite
  • Familiarity with First Service as a ticketing system.


Equal Opportunity Employer, including disability and protected veteran status

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