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Help Desk Associate

2 months ago

New York, United States Think Consulting Full time

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