Client HelpDesk Analyst

CherryRoad Tech Inc•Goshen, NY

8d•Onsite

About The Position

We are seeking a Client Helpdesk Analyst to provide frontline IT support. This position is a 100% on-site role at our client location in Goshen, NY. In this position, you will be responsible for managing helpdesk inquiries, resolving technical issues, and delivering exceptional customer service to end users. The ideal candidate is a motivated, solutions-focused IT professional with strong troubleshooting abilities and excellent communication skills.

Requirements

Minimum 2 years of experience in a Helpdesk, Technical Support, or NOC environment.
At least 1 year of experience using IT ticketing systems (ServiceNow, Jira, Zendesk, ManageEngine, etc.).
Familiarity with Windows, Microsoft 365, hardware configuration, and software installation.
High school diploma or equivalent required.

Nice To Haves

Basic networking knowledge or experience with network troubleshooting preferred.
Associate or bachelor’s degree in IT or related field preferred.
Industry certifications (CompTIA A+, Network+, Microsoft certifications) are a plus.

Responsibilities

Serve as the primary helpdesk point of contact for all IT-related issues and service requests.
Provide technical support to end users via phone, email, and in-person at the client site.
Perform initial triage, diagnose issues, and resolve tickets within established SLAs.
Create, update, and maintain knowledge base articles and troubleshooting documentation.
Escalate unresolved incidents to 2nd Level Support or appropriate technical teams.
Act as a liaison during major incidents, ensuring timely communication and coordination.
Follow established troubleshooting and escalation procedures to ensure consistent service delivery.
Document all support activities accurately in the ticketing system.
Travel to additional government or client facilities within Orange County, NY, as needed.
Perform additional related tasks and support projects as assigned.