Help Desk Analyst

Location: New York, NY

Position Summary Provides excellent customer service through the rapid resolution and documentation of incoming IT service desk issues, projects and installs with attention to detail and follow through. This may be a growth path to the Engineer position.

Qualifications

• The ideal candidate should possess a high level of technical ability and excellent written and oral communication skills.  
• Associate's degree and IT field experience are required. 
• Certifications are a plus.
• This position requires knowledge of IT operations, hardware, software, networks and procedures to resolve most inquiries independently.

Responsibilities

• Interprets, evaluates and resolves telephone and email inquiries pertaining to the functional operation of all installed applications, hardware and software products as needed from our clients.
• Resolves incoming basic service tickets, such as password changes, user creation, email set-up, etc.
• Opens, assigns and tracks status of service requests and escalates when needed to ensure client satisfaction.
• Enters detailed time and notes on service tickets throughout the work process.
• Assist on projects such as new networks, telephony installs, moves and new servers.
• Check and maintain backups every day; fixes most minor issues and escalates as needed.
• Performs related duties as assigned or requested.
• Assists with after-hours tickets as requested or required by the client.
• Reports problems with procedures and makes suggestions for improvement.
• Receives general supervision and is competent to work independently for most help desk activities.
• May train and/or assist new/less experienced Help Desk analysts. Benefits We value our employees' time and efforts.

Benefits Our commitment to your success is enhanced by our competitive compensation and an extensive benefits package including paid time off, medical, dental and vision benefits and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

About brightstack brightstack Technologies, LLC was founded in 2004 to address an identified need in the New York City Metro market - a single source enterprise communications provider built on superior client service. Our comprehensive solution set will create the foundation of an organization's IT environment, integrating automation from phone systems to downstream applications. We are a leading Managed Services Provider supporting a wide range of technologies.