Help Desk Support Specialist

1 day ago


New York, New York, United States firstPRO, Inc Full time
Help Desk Analyst Position

FirstPro, Inc is seeking a skilled Help Desk Analyst to join our team in New York, NY. This temporary contract position will focus on providing day-to-day technical support for our Mac-based environment.

Key Responsibilities:
  • Technical Support: Assist employees with a wide range of technical issues, including hardware and software troubleshooting, printer problems, network access, and more.
  • Help Desk Ticket Management: 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.
  • Documentation Maintenance: 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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