Helpdesk Analyst
919 3rd Ave New York, NY 10022 US
Job Description
Key Responsibilities:
- Handles telephone calls, emails, and personnel requests for technical support.
- Accurately records all Help Desk calls into the call tracking system with complete details.
- Offers support to end users on various issues, identifying, researching, and resolving technical problems.
- Troubleshoots and maintains expertise on a range of user issues, including PC software, applications, voice software (like Zoom), and mobile devices, with less emphasis on hardware.
- Diagnoses problems through user discussions, IT Knowledge Base, personal and professional experience, online research, and colleagues.
- Coordinates with internal IT support, applications, operations groups, and/or vendors to resolve hardware and software issues.
- Installs and upgrades PC software as needed, and addresses service outages and other problems.
- Trains users on new and existing technology and software.
- Participates in various IT projects, collaborating with internal and external teams.
- Uses sound judgment to determine which issues or responsibilities require escalation, ensuring that only necessary tickets or tasks are escalated and handled promptly.
- Ensures all Help Desk phases are properly coordinated, documented, resolved, and followed up on, maintaining accountability to deliver quality customer service.
- Operates with a comprehensive understanding of the firm's document production software and procedures.
Qualifications Summary:
- Committed to providing high-quality, "white glove" customer service.
- Expert in assisting with a wide range of "how to" questions related to Word, Excel, and PowerPoint.
- Flexible work hours for emergencies and holiday coverage.
- Combines professionalism with excellent customer service and problem-solving skills.
- Proficient in MS Office 365, Windows 10-11, and various document management and remote access tools.
- Strong analytical, troubleshooting, and decision-making skills with attention to detail.
- Technically competent, patient, and capable of handling high-pressure situations diplomatically.
- Excellent advocacy and communication skills to build confidence in clients.
- Experience with Help Desk operations and Windows-based workstations.
- Prior experience in a law firm or professional services is preferred.
Meet Your Recruiter
Dan James
Managing Director
After graduating with an Associates Degree in Business Administration from Westchester Community College Dan wasn't sure exactly what he wanted to do. In February 2013 he decided to put his knack for connecting people with one another to work when he joined The Phoenix Group. When he's not in the office you can find him skiing, golfing, or spending time with his family.