Randstad Help Desk Analyst in New York, New York

Help Desk Analyst

description

job details:

  • location:New York, NY

  • date posted:Friday, July 14, 2017

  • job type:Temp to Perm

  • reference:565153

Our client has a temp to perm opening for a Help Desk Analyst with some desktop support required.

POSITION SUMMARY

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to requests for support and provides updates to requests. Activities include recognition, research, isolation, resolution, and follow-up on support requests. Performs general maintenance tasks and resolves less complex problems immediately, while more complex issues are identified to a higher level of support. Will require the use, administration and updates of help desk system. May require an associate's degree in a related area and 2 to 5 years of experience in the field or in a related area. Familiar with a variety of the IT support concepts, practices, and procedures. Will participate in computing device management, imaging, mobile devices, etc. May be called upon to participate in projects including new application and/or system rollouts, upgrades, etc. Will be the "face" of IT and handle all communications to the company staff regarding IT initiatives, changes, updates, alerts.

ESSENTIAL FUNCTIONS

  • Inputs, updates, prioritizes and assigns Helpdesk tickets.

  • Telephone triage of incidents and service requests with goal of first contact resolution before assignment or dispatch to higher level technician.

  • Responsible for the support of software applications as necessary.

  • Responsible for the upkeep and administration of IT assets and their inventory and lifecycle.

  • Administers support for Hosted VoIP technologies.

  • Administers Active Directory, Email accounts, VoIP accounts.

  • Ensures issue resolution within identified service levels and appropriate resolution documentation.

  • Works with key members of various department, IT staff and third party vendors to identify and resolve application issues, PC and peripheral issues and new/terminating user requirements.

  • Keeps current with technology updates to ensure technology opportunities are taken advantage of, whether the opportunities relate to speed, improved processing, cost efficiencies.

  • Administers company technology standards and images.

  • Coordinates IT purchases and workflow for purchases; interacts with vendors for purchases as necessary.

POSITION QUALIFICATIONS

Education

BA/BS in computer-related field preferred.

Experience

  • One to three years related experience in the field of Information Technology and IT Service delivery.

  • Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new systems quickly, uses computers to improve productivity

  • Has experience in Microsoft Operating Systems (preferably v7 and v10), Microsoft Exchange, Active Directory and Microsoft Office 2010, 2013 and/or Office365.

  • Recognizes problems and responds appropriately, systematically gathers information, sorts through complex issues, seeks input from colleagues, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, communicates decisions to others

  • Experience in helpdesk management software

  • Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provides guidance and assistance to improve performance

  • Works well with other tech resources

  • Solid customer service and communication skills (both verbal and written)