Help Desk Analyst II

Job Description

We are looking for an experienced Help Desk Analyst II to join our team on a long-term contract basis. In this role, you will provide comprehensive technical support for both hardware and software, ensuring seamless operations for users in a fast-paced asset management environment. This position is based in New York, New York.

Responsibilities:

• Deliver prompt and effective support for hardware, software, and operating systems, addressing user issues across various platforms including Mac and Windows.

• Manage and troubleshoot mobile devices, including Android systems, ensuring secure and efficient performance.

• Support and maintain enterprise-level applications such as Microsoft Office 365, Citrix, and Intune.

• Utilize ServiceNow ITSM to log, track, and resolve technical incidents and service requests.

• Perform hardware diagnostics and repairs, ensuring minimal downtime for users.

• Assist with user access management, including Okta and other authentication systems.

• Collaborate with network and infrastructure teams to resolve connectivity issues and optimize performance.

• Provide guidance and training to end users on system functionalities and best practices.

• Maintain detailed records of technical solutions and contribute to the knowledge base for future reference.

• Monitor and implement updates or patches to ensure systems remain secure and up-to-date.• A minimum of 5 years of experience in a technical support or help desk role.

• Proficiency in troubleshooting and maintaining computer hardware, including desktops and laptops.

• Strong knowledge of Microsoft Office 365, including setup and issue resolution.

• Hands-on experience with ServiceNow ITSM for incident and request management.

• Familiarity with mobile device management tools such as Intune.

• Expertise in managing and troubleshooting authentication systems like Okta.

• Solid understanding of Citrix and Cisco technologies.

• Excellent communication skills and the ability to explain technical concepts to non-technical users.