Lead Help Desk Analyst

Job Description

We are looking for an experienced Lead Help Desk Analyst to oversee and enhance the skills of the Desktop Support team in Maryknoll, New York. This role requires a technically proficient individual who can mentor team members, resolve complex technical issues, and ensure efficient operation of desktop support services. The position also involves managing help desk-related projects and providing top-notch technical assistance to users across various locations.

Responsibilities:

• Guide and mentor Desktop Support team members to enhance their technical skills and overall performance.

• Respond to and resolve user-reported issues, requests, and escalated support tickets in a timely manner.

• Serve as the primary escalation point for complex technical problems encountered by team members.

• Manage and execute projects within the scope of the Desktop Support team's responsibilities.

• Provide technical assistance for desktop hardware and software to users in-office, remote, and home-based settings.

• Diagnose and troubleshoot application issues, including viruses, hard disk diagnostics, file repair, and data encryption.

• Collaborate with external technology vendors and consultants to address support needs.

• Maintain accurate documentation of issue resolutions, ensuring clarity and detail for future reference.

• Track and resolve security incidents, ensuring compliance with organizational standards.

• Manage inventory assignments for employees using the inventory program to maintain accountability.• Associate’s degree in Information Technology or equivalent education/experience.

• CompTIA A+ certification is required.

• At least five (5) years of experience in a Help Desk role, with demonstrated leadership and technical proficiency.

• Expertise in Windows and Apple desktop environments, with the ability to mentor others on complex issues.

• Strong knowledge of Active Directory, computer hardware, and Apple devices.

• Experience with deployments and troubleshooting of Mac computers and Microsoft systems.

• Ability to manage multiple projects and support activities effectively.

• Excellent problem-solving and communication skills to work collaboratively with team members and external partners.

Full-time