Analyst, IT Desktop Support I

Summit Health CityMD•New York, NY

12h

About The Position

The IT Desktop Support Analyst provides 1st tier support and troubleshooting. This individual will be responsible for meeting SLA requirements by ensuring that all calls are answered within 30 seconds. This includes monitoring our ticketing system, documenting in detail all issues reported and escalating to other teams.

Requirements

1-3 years working in a technical support environment.
Associates degree or technical school with industry experience; A+ Certification a plus.
Proficient with Microsoft Suite products a must, such as Windows Operating Systems, Office, Microsoft Active Directory, Exchange, Office 365.
Proficient with installation of computer hardware and software.
Basic understanding of networking skills and concepts.
Systemic and consistent troubleshooting skills.
Team player with great customer service attributes.
Handles administrative work and operational tasks in an organized manner.
Excellent communication skills, both written and verbal.
Adapts to changing needs of the business, is intuitive and has initiative with good time management skills.
Able to make sound judgments, be confident and decisive.

Nice To Haves

Exposure to MAC OSX is a plus.

Responsibilities

Ability to handle high call volume.
Identify, research and resolve technical problems that can be resolved within 5 minutes or less.
Log and update incidents in the ticketing system and assign to appropriate support team.
Follow-up with customers and coordinate technician repairs.
Maintain accurate data records in department ticket system (ServiceNow).
Contribute articles and documentation to department Knowledge Base.
Troubleshoot systems software and address basic incident requests.
Resolve less-complex problems immediately, while more complex issues are appropriately identified to a higher level of support.
Document and record problem management information gathering and resolution steps in a consistent and organized manner, using the company’s Helpdesk ticket system, following department Standard Operating Procedures.
Perform IT operational and maintenance tasks, as assigned.
Participate in auditing and documenting hardware and software inventory.