Help Desk Analyst

21 hours ago


New York, United States firstPRO, Inc Full time

FirstPro is now accepting resumes for a Help Desk Analyst position based in New York, NY. This role will focus on providing day to day Technical Support for the company's Mac-based environment. This is a temporary contract position that can be worked on a hybrid schedule.


Responsibilities

  • Provide Technical Support: Assist employees with a wide range of technical issues, including hardware and software troubleshooting, printer problems, network access, and more.
  • Manage Help Desk Tickets: Monitor and respond to requests via Slack and/or our ticketing system. Prioritize and resolve issues in a timely and friendly manner.
  • User Onboarding & Offboarding: Set up new user accounts, configure hardware and software for new hires, and ensure smooth offboarding processes including deactivating accounts and securing equipment.
  • Office Hardware Support: Troubleshoot and maintain in-office equipment such as printers, conference room A/V systems, and workstations. Provide hands-on support for any technical issues that arise within the office environment.
  • Hardware Packaging & Shipment: Assist with the packaging, shipment, and receipt of IT hardware such as laptops, monitors, etc.
  • Maintain Documentation: Update and maintain IT documentation, including technical guides, FAQs, and process documentation for internal use.

Requirements

  • 1-3 years of experience in an IT help desk or technical support role.
  • Comfortable with help desk ticketing systems.
  • Experience with user account management, onboarding, and offboarding processes.
  • Strong troubleshooting skills, with the ability to diagnose and resolve hardware, software, and network issues.
  • Hands-on experience with office equipment such as printers, conference room setups, and laptops.
  • Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
  • Experience with OneLogin, Google Workspace, Shopify, Atlassian tools (Jira, Confluence), and Slack.
  • Familiarity with both Mac and Windows operating systems.

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