Help Desk Analyst

3Core Systems , Inc • New York, NY

2d • Onsite

About The Position

The Field Services Engineer delivers customer service, advice, and technical support to clients. The work includes responding to daily support incidents; troubleshooting desktops and basic server issues; installing, upgrading, and relocating hardware and software; and providing onsite and remote support. The analyst works with high-profile financial industry clients and is expected to demonstrate professionalism, efficiency, knowledge, and integrity.

Requirements

• College diploma or university degree in Computer Science or a related field, or equivalent related experience.
• 1–3 years of end-user support experience.
• Exceptional written and oral communication skills.
• Strong interpersonal skills, including rapport-building, listening, and questioning.
• Willingness to learn; self-motivated and able to work in a fast-paced team environment.
• Strong attention to detail and analytical and problem-solving abilities.
• Effective time management when handling internal tasks and working with external vendors.
• Experience deploying home networks, including cable/DSL/telecommunication modems, firewalls, and hardware and software VPN clients.
• Basic understanding of TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls.
• Ability to reinstall and troubleshoot operating systems and applications.
• Experience with Microsoft Windows 7/8/10 and Microsoft Office 2010–2019.
• Ability to configure and troubleshoot Android/iOS devices and potentially integrate them with MDM solutions.
• Basic experience with public cloud technologies, particularly Office 365.
• Familiarity with cybersecurity concepts, including multi-factor authentication, antivirus/antimalware, software firewalls, and web filtering.
• Experience troubleshooting desktop/laptop computers, printers, and mobile devices.
• Ability to perform system patching and maintenance.
• Ability to work independently with moderate supervision and adapt to multiple work pressures.
• Ability to work in a moderately noisy open-floor environment.
• Ability to sit for extended periods, use a keyboard, mouse, and power tools, handle computer components, and lift or transport moderately heavy objects such as computers and peripherals.

Nice To Haves

• Financial industry experience, such as hedge funds, private equity, or funds of funds.
• Experience with Managed Service Providers.
• Experience with market data vendors such as Bloomberg, Reuters, and FactSet.
• Experience with Microsoft Server 2008 R2–2016.
• Basic knowledge of email and spam troubleshooting.
• Understanding of IaaS, VDI, and backup technologies.
• Experience with virtualization software such as VMware vSphere or Hyper-V.
• Experience administering Active Directory users and Exchange mailboxes.
• Technical certifications.
• Basic understanding of desktop imaging platforms.

Responsibilities

• Deliver technical support and advice to clients onsite and remotely.
• Handle daily support incidents.
• Troubleshoot desktops and basic server issues.
• Install, upgrade, and relocate hardware and software.
• Deploy and troubleshoot home networks, operating systems, applications, and end-user devices.
• Perform system patching and maintenance.
• Manage internal tasks and coordinate with external vendors.
• Travel for business and work beyond normal business hours when necessary.
• Work overtime, including late nights and weekends, when required to meet project deadlines.

What This Job Offers

• Career Level: Entry Level
• Education Level: Associate degree