IT Service Desk Analyst

$50,000 - $55,000/Yr

Battery Park City Authority - New York, NY

Full-time - Entry Level

New York, NY

Heavy and Civil Engineering Construction

About the position

The IT Service Desk Analyst is responsible for troubleshooting technical issues reported by users and managing the organization's ticketing system. This role involves diagnosing issues, researching solutions, and providing both in-office and remote support. The Analyst also installs, configures, and updates hardware/software applications, leads technology training sessions, and manages user accounts.

Responsibilities

• Provide initial point of contact for users experiencing technical issues via phone, email, direct messaging, and ticketing system.
• Troubleshoot hardware, software/applications, and network problems that are reported.
• Identify the root cause of user issues and implement solutions, documenting steps taken and resolution in the ticketing system.
• Manage and prioritize incidents reported by users and escalate unresolved issues to higher level support team.
• Notify senior management of issues affecting multiple users.
• Configure and set up devices for staff and provide training on their use.
• Contribute/Create/Maintain knowledge base articles, user guides, FAQs to facilitate self-service support.
• Provide technology orientations for new hires and assist in hosting Tech Open Hours.
• Participate in IT projects and improvement initiatives to enhance efficiency and effectiveness.
• Provide technical support to internal and external virtual conference meetings.
• Provide on call, after-hours and weekend support as needed for critical issues, emergencies, maintenance, and upgrades.
• Pack and ship equipment.
• Perform other duties as assigned.

Requirements

• Minimum of six (6) months of related experience in a busy, varied service desk environment required.
• Paid or volunteer work experience with computer desktop support in a networked environment required.
• Possess or pursuing an undergraduate or graduate level degree in a computer related field.

Nice-to-haves

• Experience with MSO365, Windows 11, Zoom, Service Desk tools, DropBox, TeamViewer, Microsoft Teams, Adobe Suite and more.
• Basic project management skills, including ability to plan, organize, and prioritize tasks.

Benefits

• Equal Employment Opportunity Employer. All qualified people with disabilities are encouraged to apply.