IT Support -Helpdesk Analyst

LaundryLux•Inwood, NY

1d•$31 - $36•Hybrid

About The Position

The IT Support / Helpdesk Analyst will provide hands-on technical support to employees, improve Helpdesk response and resolution times, and help restore trust in the IT ticketing process. This role will serve as a key frontline IT support resource responsible for managing daily user support requests, triaging tickets, resolving workstation and hardware issues, supporting onboarding and offboarding activities, and ensuring tickets are properly documented, assigned, followed up, and closed. The ideal candidate must be customer-focused, organized, technically capable, and comfortable working in a fast-paced business environment supporting office, warehouse, sales, service, finance, and operations users. This position is critical to improving IT service delivery, reducing ticket backlog, strengthening SLA performance, and supporting more than 250 users across the organization.

Requirements

Strong experience supporting Windows laptops and desktops.
Working knowledge of Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and Office applications.
Experience troubleshooting printers, scanners, network connectivity, VPN, and hardware issues.
Experience using a ticketing/helpdesk system.
Basic understanding of user accounts, permissions, MFA, and access management.
Strong documentation and follow-up skills.
Strong customer service and communication skills.
Ability to prioritize multiple issues in a fast-paced environment.
Ability to explain technical issues clearly to non-technical users.
Strong sense of ownership and accountability.
Organized and detail oriented.
Strong problem-solving ability.
Ability to remain calm under pressure.
Willingness to learn business systems and operational processes.
BSc in Computer Science or Computer Engineering or related discipline
2–4 years of experience in IT Helpdesk, Desktop Support, Technical Support, or a similar role.

Responsibilities

Monitor the IT Helpdesk queue throughout the day and ensure new tickets are reviewed, categorized, prioritized, and assigned appropriately.
Respond to user support requests in a timely and professional manner.
Troubleshoot and resolve Level 1 and Level 2 support issues.
Provide onsite support for desktops, laptops, monitors, docking stations, printers, scanners, mobile devices, and other user equipment.
Troubleshoot Windows operating system issues, Microsoft Office applications, email, network connectivity, VPN, printing, and basic application access problems.
Configure, deploy, and support laptops, desktops, printers, scanners, phones, and related IT equipment.
Assist with imaging, device setup, application installation, updates, and troubleshooting.
Prepare laptops, user accounts, email access, software, and equipment for new hires.
Assist with employee offboarding by disabling access, collecting equipment, and documenting returned assets.
Assist with basic Microsoft 365 administration, including user support for Outlook, Teams, OneDrive, SharePoint, and Office applications.
Provide onsite support for warehouse users and devices, including scanners, printers, label printers, mobile devices, workstations, and network connectivity issues.
Assist with troubleshooting Wi-Fi and connectivity complaints by collecting basic information and escalating to the infrastructure team when needed.
Act as the first point of triage for user-reported ERP or business application issues.
Route Epicor, BI, reporting, integration, or system enhancement requests to the correct technical resource.
Create and maintain basic knowledge base articles for recurring issues.