We are in search of a Help Desk Analyst I to join our team based in New York, New York. This role offers a contract to permanent employment opportunity in the tech industry. As a Help Desk Analyst I, your focus will be on maintaining and troubleshooting systems, handling customer inquiries, and ensuring efficient operation of our IT infrastructure.

Responsibilities:

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Update customer data and produce activity reports
• Walk customers through problem-solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommend procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services
• Stay current with system information, changes and updates• Must have a minimum of 2 years of experience as a Help Desk Analyst or in a similar role.
• Proficiency in Cisco Technologies is required.
• Experience with Active Directory is mandatory.
• Must demonstrate a strong understanding of Computer Hardware.
• Experience with Deployments is necessary.
• Proficiency in Microsoft Office 365 is required.
• Experience with Microsoft Teams is mandatory.
• Excellent problem-solving and communication skills are necessary.
• Ability to work effectively in a team and independently.
• Must be able to manage multiple tasks and priorities effectively.
• Ability to maintain a high level of confidentiality and professionalism.
• Strong customer service skills are necessary.
• Must have the ability to learn new technologies quickly.