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Helpdesk Analyst
Ref No.: 17-03690
Location: New York, New York
Position Type:Full Time
Helpdesk Analyst

The helpdesk analyst will be responsible for daily support task. The Helpdesk analyst will provide support through phone or email 90% of the time.


Experience
  • Experience with document management systems (preferably Hummingbird).
  • Troubleshooting remote access problems (RSA Administration, VPN, Citrix).
  • Experience with Active Directory Administration.
  • Mobile device support (BlackBerry, Good for Enterprise (iOS))
  • Troubleshoot basic networking issues, knowledge of IP, basic server administration.
  • Some experience in Network operations.
  • Experience in an ACD (automated call distribution) environment.
  • Extensive knowledge of the Windows operating system and Microsoft Office suite.
  • Excellent communication (verbal and written) and customer service skills.
  • Bachelor's degree preferred.

Responsibilities:
  • Manage workflow by inputting accurate problem description and resolution data in incident management system for all calls received.
  • Monitor emails and voicemails received from end users and resolves problems or takes action as requested.
  • Run scheduled system tests and performs requested change control testing.
  • Monitor network and system alerts and respond appropriately based on established standard operating procedures (SOPs).
  • Produce shift status reports and turnover logs.
  • Participate in assigned training programs.
  • Strong technical writing skills and experience with drafting documentation SOP and scripts.
  • Coverage of other shifts required (overtime and/or shift change) including overnight and/or weekends.
  • Daily overtime may be required.
  • Position requires approximately 90% help desk – telephone/email support.


Third Party Applications Not Accepted