Job Description
Full job description
The Service Desk Analyst Role will be responsible for providing excellent customer service to 300+ end users, both in a helpdesk capacity as well as desktop and Audio-Visual support, specifically in Microsoft Teams. Responsibilities include resolving Level 1 and Level 2 support desk and desktop issues which may entail a mixture of day-to-day client support, end-user application support, and conference room support for meeting setups. This includes receiving, prioritizing, documenting, and actively resolving end user service requests and incidents. Move, Add, & Change requests for telephone, mobile devices and desktop applications are other functions performed by the Service Desk Analyst role.
Key Responsibilities:
Field incoming requests from the firm s staff via telephone, e-mail, and in-person
Triage and troubleshoot service requests and incidents that come to the service desk in a timely manner.
Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in ticketing system
Maintain inventory for laptops, desktops, and various computer peripherals
Help to administer and support all core technologies within the firm
Troubleshoot and resolve Level 1 and 2 support tickets related to desktop performance issues, application errors, and various office peripherals such as printers
Provide A/V support for internal and external client meetings
Participate in weekly on-call rotation for after-hours escalation of service requests/incidents
Technical Requirements:
5+ years of experience troubleshooting desktop hardware and software issues in an Enterprise environment
5+ years of experience in technical services and support position
Proficiency with computer software and hardware, including Windows 10/Windows 11, MS Teams, Zoom and remote-control tools
5+ years of experience with support MS Office product suite applications (Outlook, Word, Excel, PowerPoint)
Experience with iManage preferred but not required
Familiarity of Active Directory concepts for user account management
Legal experience preferred but not required
Job Requirements/Skills:
Bachelor s degree, preferably in Computer Science, and/or comparable education and work experience.
Basic familiarity with ITIL Incident Management processes
Excellent interpersonal, verbal, and written communication skills
Ability to maintain regular attendance and work regularly scheduled hours
Ability to take direction and accept supervision.
Demonstrated ability to work independently, organize and accurately prioritize work, be detail-oriented, understand when urgency is required and use good judgment in varied situations
Ability to work effectively with co-workers in a team-oriented, collaborative environment
Ability to build and maintain positive relationships, both internally and externally, while maintaining a client service orientation
Ability to use sound judgment and discretion in dealing with highly confidential information
Willingness to be flexible with time and adjust to a changing work environment.
Requires a four-year degree in Information Technology or related discipline or comparable education and work experience
Must have physical capability to consistently lift 50lbs without assistance
Job Type: Full-time
Pay: $80,000.00 - $85,000.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Work Location: In person
The Service Desk Analyst Role will be responsible for providing excellent customer service to 300+ end users, both in a helpdesk capacity as well as desktop and Audio-Visual support, specifically in Microsoft Teams. Responsibilities include resolving Level 1 and Level 2 support desk and desktop issues which may entail a mixture of day-to-day client support, end-user application support, and conference room support for meeting setups. This includes receiving, prioritizing, documenting, and actively resolving end user service requests and incidents. Move, Add, & Change requests for telephone, mobile devices and desktop applications are other functions performed by the Service Desk Analyst role.
Key Responsibilities:
Field incoming requests from the firm s staff via telephone, e-mail, and in-person
Triage and troubleshoot service requests and incidents that come to the service desk in a timely manner.
Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in ticketing system
Maintain inventory for laptops, desktops, and various computer peripherals
Help to administer and support all core technologies within the firm
Troubleshoot and resolve Level 1 and 2 support tickets related to desktop performance issues, application errors, and various office peripherals such as printers
Provide A/V support for internal and external client meetings
Participate in weekly on-call rotation for after-hours escalation of service requests/incidents
Technical Requirements:
5+ years of experience troubleshooting desktop hardware and software issues in an Enterprise environment
5+ years of experience in technical services and support position
Proficiency with computer software and hardware, including Windows 10/Windows 11, MS Teams, Zoom and remote-control tools
5+ years of experience with support MS Office product suite applications (Outlook, Word, Excel, PowerPoint)
Experience with iManage preferred but not required
Familiarity of Active Directory concepts for user account management
Legal experience preferred but not required
Job Requirements/Skills:
Bachelor s degree, preferably in Computer Science, and/or comparable education and work experience.
Basic familiarity with ITIL Incident Management processes
Excellent interpersonal, verbal, and written communication skills
Ability to maintain regular attendance and work regularly scheduled hours
Ability to take direction and accept supervision.
Demonstrated ability to work independently, organize and accurately prioritize work, be detail-oriented, understand when urgency is required and use good judgment in varied situations
Ability to work effectively with co-workers in a team-oriented, collaborative environment
Ability to build and maintain positive relationships, both internally and externally, while maintaining a client service orientation
Ability to use sound judgment and discretion in dealing with highly confidential information
Willingness to be flexible with time and adjust to a changing work environment.
Requires a four-year degree in Information Technology or related discipline or comparable education and work experience
Must have physical capability to consistently lift 50lbs without assistance
Job Type: Full-time
Pay: $80,000.00 - $85,000.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Work Location: In person
💡 Quick Summary
Seeking a career-building opportunity? The Service Desk Analyst position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in New York City offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.
