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IT Helpdesk Analyst Manhattan
Selfhelp Community Services

New York, New York

Posted in Community Services


This job has expired.

Job Info

Applies systems analyst techniques and procedures to provide assistance in information system hardware and software administration. Installs voice and data workstations and provides user support for both. Coordinates work projects via automated help desk. Provides support for all users. Makes recommendations for improvements in computer system. Reviews, evaluates and tests programs and vendor supplied software packages to ensure that they meet objectives, specifications and users needs. Assists users to resolve computer related problems, such as inoperative hardware or software. Works as part of a team in the administration of services Local and Wide Area Network (LAN/WAN).

Principal Responsibilities:

  • Provides helpdesk service by assisting users with software and hardware issues and provides training, as warranted.
  • Handles all incoming calls to the help desk via phone, email and “walk-in"
  • Monitor and follow up tickets in help desk queue
  • Monitor and follow up calls in email queue
  • Follow up to closed tickets to ensure customer satisfaction
  • Provide resolution and assistance to Windows operating system related problems
  • Diagnosis and removal of malware (viruses, spyware, etc)
  • Provide resolution and assistance to standard supported applications: MS Office, Chrome, Internet Explorer, Antivirus and other supported proprietary applications and systems
  • Log and update all calls into Ticketing System
  • Document and assign call tickets to related groups for further support
  • Onsite troubleshooting of the LAN network and repair of PC laptops, desktops, mobile devices and related software including Microsoft Office
  • Provides solutions through the use of desktop applications such as Microsoft Office.
  • Installs and configures file servers.
  • Applies service packs as they become available.
  • Creates and maintains user accounts and security.
  • Regularly updates virus signature.
  • Monitors network and takes corrective measures to head off potential problems.
  • Installs and configures workstations and software applications, printers, and other devices relating to client workspace, according to agency standards.
  • Installs, configures, maintains, and troubleshoots workstation-telephones using the Mitel Graphical User Interface.
  • Sets-up, maintains, and troubleshoots voicemail.
  • Provides technical support for outreach center (networks and workstations) by telephone or visiting each site as the need arises.
  • Manages the online help desk and ticket tracking system; serves as the first responder and provides regular reports of staff needs and the services provided to support them.
  • Adhere to organization’s standards by completing annual mandatory trainings in a timely manner on topics including – but not limited to – Sexual Harassment Prevention Training, IT Security Awareness, Compliance, OSHA, HIPAA and any other training the organization may deem necessary in regards to regulatory compliance or good business practices.
  • Supports organization’s mission by striving for excellence in all aspects of their job with a focus on positive interpersonal relationship with co-workers.
  • Adheres to the organization’s policy in regards to absenteeism and appearance
  • Adheres to organization’s standards by completing annual mandatory trainings in a timely manner on topics including – but not limited to – Sexual Harassment Prevention Training, IT Security Awareness, Compliance, OSHA, HIPAA and any other training the organization may deem necessary in regards to regulatory compliance or good business practices.
  • Supports organization’s mission by striving for excellence in all aspects of their job with a focus on positive interpersonal relationship with co-workers.
  • Adheres to the organization’s policy in regards to absenteeism and appearance and health and safety standards.
  • Adhere to organization’s standards by completing annual mandatory trainings in a timely manner on topics including – but not limited to – Sexual Harassment Prevention Training, IT Security Awareness, Compliance, OSHA, HIPAA and any other training the organization may deem necessary in regards to regulatory compliance or good business practices.
  • Supports organization’s mission by striving for excellence in all aspects of their job with a focus on positive interpersonal relationship with co-workers.
  • Adheres to the organization’s policy in regards to absenteeism and appearance


    • Job Competencies & Minimum Qualifications:
  • B. S. in Computer Information Systems and Microsoft Certified System Engineer (MCSE) preferred but may be substituted by 4 years of system administration experience.
  • Ability to troubleshoot hardware and software problems, and knowledgeable on software installations; proficient knowledge in user application such as Microsoft Office and Office 365
  • Ability to work independently and as part of a team
  • Industry recognized Help Desk Certification or help desk environment experience preferred
  • Windows 7 / 10 expertise; strong knowledge of Windows operating systems
  • A+ Certification or relevant experience with network & networking software and tools including; Active Director, Exchange, VMWare, SQL Server, Managed File Transfer services, Azure and secure remote access.
  • Excellent verbal, mathematical, and written skills
  • Excellent customer service skills
  • Able to multi-task and work independently with a great attention to detail

    • Working Conditions/Physical Demand:
  • Business office environment with phone and computer use.
  • Must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 100 pounds.


    • This job has expired.

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