IT Service Desk Analyst

1 month ago

New York, United States Battery Park Authority Full time

The IT Service Desk Analyst has primary accountability for troubleshooting technical issues reported by users and managing the organization's ticketing system. This involves diagnosing issues, researching potential solutions, and seeing them through to satisfactory completion. The Analyst provides in-office and remote support via phone, email and chat. They also install, configure, and update hardware/software applications across various devices and platforms; lead and/or support technology trainings for new and existing hires; and manage user accounts, including creating new accounts, performing password resets, updating permissions, and deactivating accounts.

Essential Duties:

  • Provide initial point of contact for users experiencing technical issues via phone, email, direct messaging, and ticketing system, and troubleshoot hardware, software/applications, and network problems that are reported
  • Identify the root cause of user issues and implement solutions (with third party vendors if necessary), document steps taken and resolution in ticketing system for technologists' and staff knowledge base
  • Manage and prioritize incidents reported by users and escalate unresolved issues to higher level support team. Notify senior management of issues affecting multiple users
  • Configure and set up devices (such as cell phones, iPads, desktops and laptops) for staff and providing training on their use
  • Contribute/Create/Maintain knowledge base articles, user guides, FAQs to facilitate self-service support
  • Provide technology orientations for new hires, assist and host Tech Open Hours, provide guidance and training to users on IT applications and best practices
  • Participate in IT projects and improvement initiatives to enhance efficiency and effectiveness
  • Provide technical support to internal and external virtual conference meetings
  • Provide on call, after-hours and weekend support as needed for critical issues, emergencies, maintenance, and upgrades
  • Pack and ship equipment
  • Perform other duties as assigned
Education and Experience:
  • Minimum of six (6) months of related experience in a busy, varied service desk environment required
  • Paid or volunteer work experience with computer desktop support in a networked environment required
  • Possess or pursuing an undergraduate or graduate level degree in a computer related field
Competencies:
  • Data Management
  • Planning & Organization
  • Technical Capability
Skills:
  • Experience with MSO365, Windows 11, Zoom, Service Desk tools, DropBox, TeamViewer, Microsoft Teams, Adobe Suite and more
  • Strong analytical and problem-solving skills
  • Basic project management skills, including ability to plan, organize, and prioritize tasks
  • Excellent interpersonal and customer service skills
  • Ability to act with increased independence when solving problems
  • Strong verbal and written communication skills for conveying technical information
  • Ability to work on numerous tasks over a short period of time


Battery Park City Authority is an Equal Employment Opportunity Employer. All qualified people with disabilities are encouraged to apply.

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