IT Help Desk Analyst (Onsite)
Employment Type: Contract (Full Time)
Experience: From 0 years to 5 years
Location: Manhattan, New York
Hourly Rate: Competitive
Position Summary
The IT Service Desk Analyst is responsible for providing first-level technical support to end users, ensuring timely resolution of incidents and requests while delivering high-quality customer experience. The role focuses on achieving service levels, maintaining accurate documentation, and supporting operational excellence across the Service Desk.
Key Responsibilities
- Respond professionally to customer inquiries via phone, email, or chat.
- Provide Tier 1 help desk support for IT systems or operational services.
- Assist students, staff, parents, or other stakeholders with inquiries and service requests.
- Log and track incidents, service requests, and inquiries using CRM and ITSM.
- Research solutions using knowledge bases, workflows, and predefined scripts.
- Diagnose issues and provide initial troubleshooting or guidance to resolve problems.
- Escalate complex or priority issues to Team Leads or appropriate Tier 2/3/4 support.
- Maintain accurate records of interactions, resolutions, and actions taken.
- Follow quality standards, service level expectations, and operational procedures.
Candidate Profile
- Excellent communication skills with strong customer service orientation.
- Ability to remain calm, patient, and professional when handling customer inquiries.
- Strong listening skills with an empathetic and positive communication style.
- Detail‑oriented with strong organizational and time‑management skills.
- Proficiency in Microsoft Office tools including Word, Excel, and PowerPoint.
Preferred Attributes
- Prior experience in IT support or customer service (preferred but not required)
Equal Opportunity
Technology& is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, gender, sexual orientation, age, disability, national origin, or any other legally protected status. We are committed to creating a diverse and inclusive workplace.
