What are the responsibilities and job description for the Help Desk Analyst position at Engage Recruiting?
A midsize law firm is seeking a Help Desk Analyst to join their IT team in their Garden City, NY office. This role will serve as the first point of contact for users seeking technical assistance in person and remotely (via phone, email, or text). The Help Desk Analyst will use diagnostic techniques and pertinent questions to troubleshoot issues and determine the best solution based on user descriptions. The junior analyst will collaborate with the senior analyst to ensure the smooth operation of end-user systems across both the Garden City and Manhattan offices.
Work Schedule: Full-time, in-office. Must be able to work in the Garden City, NY office daily and handle duties at the Manhattan, NY office when required.
Responsibilities:
- Serve as the first point of contact for users seeking technical assistance in person or remotely.
- Perform remote troubleshooting using diagnostic techniques and asking pertinent questions.
- Identify the best solution based on the issue and details provided by users.
- Guide users through the solution process, if needed.
- Escalate unresolved issues to the next level of support personnel (Senior Help Desk Analyst).
- Provide accurate information about IT products and services.
- Record issues and their resolutions in the Help Desk database.
- Follow up with users to update them on the status of their issues.
- Share relevant information with other team members.
- Suggest potential improvements to procedures and processes.
Required Skills and Qualifications:
- Proven experience as a help desk technician or in a user support role.
- Proficiency with various versions of MS Windows, iOS, the entire MS Office Suite, Adobe Acrobat, and related PDF applications.
- Tech-savvy, with a solid understanding of office automation products, databases, remote assistance software, RDP, and VDI.
- Strong understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Experience troubleshooting system anomalies with other technicians, utilizing subscription-based technical support to resolve complex issues.
- Proficiency in English.
- Excellent communication skills, both verbal and written.
- User-oriented with a calm and patient demeanor.
Salary & Benefits:
- Salary Range: $70,000 to $90,000 annually, based on experience.
- In addition to a competitive salary, the law firm offers a comprehensive benefits package, including medical, HSA, Flexible Spending Plan, 401(k) with employer match, and paid vacation.
Salary : $70,000 - $90,000
