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Help Desk Associate
2 months ago
Help Desk Support Analyst
Hybrid NYC
JOB OVERVIEW:
Think Consulting is actively seeking a Help Desk Support Analyst to join a leading nonprofit organization in New York City. The ideal candidate will be responsible for monitoring and answering the Service Desk phone, e-mail message queues, and automated triggered request queues.
KEY RESPONSIBILITIES:
- Receive, prioritize, document, and actively resolve end user requests.
- Answer calls or e-mail contacts within the required service level time frame.
- Triage requests to ensure accurate transfers and escalation.
- Track open tickets and monitor ticket progress and close ticket items when problems are resolved.
- Follow escalation and paging procedures.
- Provide support and service to end users, seeking to resolve as many calls as possible at level 1.
- Provide support for issues related to password resets, MS Office, Windows, security access to printers, printer queues, and business applications.
- Identify problems for submission to problem management process.
- Create/delete users and reset passwords within Active Directory or a similar tool.
REQUIRED QUALIFICATIONS:
- Proven experience in a help desk or IT support role.
- Proficiency in Active Directory for user management and password resets.
- Strong knowledge of MS Office and Windows operating systems.
- Experience with security access to printers, printer queues, and business applications.
- Excellent customer service and communication skills.
- Ability to prioritize and document end user requests effectively.
PREFERRED QUALIFICATIONS:
- Experience in a nonprofit organization.
- Familiarity with problem management processes.
- Additional certifications in IT support or related fields.
Hourly Rate: $26-30/hr.
Equal Opportunity Employer, including disability and protected veteran status