Associate Helpdesk Support Analyst

Position Summary: The Associate Help Desk Support Analyst is a customer facing role, responsible for providing end-user and related infrastructure support for IT matters. Candidate will work under the direction of a Help Desk Support Supervisor or Manager performing tasks and operations as directed to assist all GNY users with use and repair of GNY IT resources. This includes break/fix, image/move/add/changes and hardware/application support to ensure that GNY users have IT resources available and operational. This is an onsite role.

Essential Duties and Responsibilities:

• Troubleshoot end user issues: Provide root-cause analysis on various IT support issues; handle escalated tickets relating to server/network related issues
• Documents, tracks, and monitors end-user support problems using applicable systems and tools.
• Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
• Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
• Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
• Facilitate user account management: Onboarding, change and departure processes
• Adeptness in Teams, WebEx and other web conferencing tools
• Coordinate with other teams or departments to resolve user problems.
• Participates in special projects and performs additional duties as required.

Education and Experience:

• AS/BS Degree or equivalent work experience required.
• 1 to 2 years of IT help desk or desktop support experience preferred.
• No work experience will be considered if candidate has a minimum of a CompTIAA A+ Certification.

Skills:

• A combination of superior customer service skills and technical aptitude
• Hardware and application support knowledge required; Hardware/Software, MS Office, Office 365, Adobe, etc
• Ability to establish relationships and work collaboratively with cross functional teams (e.g., Network and Systems Administrators).
• Ability to interact well with co-workers and outside contacts.
• Ability to work effectively, independently, and as part of a team.
• Strong analytical and problem-solving skills; Ability to analyze, evaluate and clearly present information and findings.
• Solid communication skills and the ability to communicate timely and accurate status to appropriate levels and stake holders.

Other Requirements:

• Occasional travel required.
• Ability to lift items up to 25 lbs required.

The salary range for this role is $36,300 - $60,900. The listed annual salary range posted for this position is subject to change and may vary depending on performance, education, experience, skills, geographic location, travel requirements, demonstrated proficiency in the competencies required for the role and business needs.  Base pay is just one component of GNY’s total compensation package for employees. Other rewards include eligibility for an annual discretionary bonus based on performance.