Help Desk Analyst

MercyFirst • Syosset, NY

4d • Hybrid

About The Position

The Help Desk Technician Level I will be stationed in our Syosset location on Long Island and will be responsible for assisting staff with onsite tasks outlined below. The technician will also be required to travel to sites within Suffolk and Nassau County and occasionally to Queens and Brooklyn when assistance is needed.

Requirements

• Bachelor’s degree in computer science or related field.
• Must have and maintain a valid NYS Driver’s License with a satisfactory driving record.
• Proven experience as a help desk technician or other customer support role, tech savvy with working knowledge of office automation products, databases, and remote control, good understanding of computer systems, mobile devices, and other tech products, ability to diagnose and resolve basic technical issues, proficiency in English, excellent communication skills, customer-oriented and cool tempered, BSc/BA in IT, Computer Science or relevant field.
• Proficiency in PC/LAN architecture with an emphasis on PC configuration and troubleshooting.
• Proficiency in Windows 10 & 11, MS Office 365 including Teams, SharePoint and OneDrive, Outlook 365, Imaging PCs and laptops, building & configuring new PCs and laptops for office and remote access, knowledge of network printer configuration and VOIP phone systems.

Nice To Haves

• ITIL, A+ and MCE certification preferred.
• Cabling experience and knowledge of the NY State Connections system is a plus.

Responsibilities

• Answer help desk calls/help desk emails and assign tickets to appropriate technicians.
• Logging of all tickets and first-level troubleshooting required.
• Create detailed documentation of solutions.
• Troubleshoot any phone issues agency-wide and maintain ownership of tickets that were escalated to phone vendor technicians.
• The position requires frequent travel to agency sites, mainly in Suffolk and Nassau County.
• Hardware and software support, ordering equipment, providing PC level 1 support when required and for performing other tasks as assigned by the CTO.
• Assisting the other help desk technicians as needed and escalating tickets when appropriate.

Benefits

• A comprehensive health insurance package including medical, dental and vision plans for you and your family
• 403B retirement benefits
• Employer-paid life insurance and long-term disability insurance
• Generous paid time off (vacation, personal, sick, 12 paid holidays)
• Free employee assistance program through National EAP
• Insurance discounts for our staff and their families
• Training to support professional and personal development
• Employee wellness program
• Employee recognition activities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level