Lead Help Desk Analyst
JOB TITLE : Lead Helpdesk Analyst
Think Consulting is seeking a Lead Helpdesk Analyst to join a leading organization for youth in New York City . The Lead Helpdesk Analyst will report to the Helpdesk Manager and will be responsible for responding to and diagnosing Level 1 / Level 2 Technical Issues, providing support to executive offices, and mentoring other helpdesk analysts.
KEY RESPONSIBILITIES :
- Respond to and diagnose Level 1 / Level 2 Technical Issues via phone, desk-side support, or remote-control technology.
- Provide executive office support and assure excellent customer service and timely closing of trouble tickets in the ticketing system (Fresh service).
- Conduct problem identification, research, isolation, resolution, and follow-up to ensure problem resolution and customer satisfaction.
- Coordinate additional support to ensure problem resolution, customer satisfaction, and quality assurance.
- Mentor and coach other helpdesk analysts on the team.
REQUIRED QUALIFICATIONS :
- Experience supporting Mac OS and current Windows Desktop OS in a relevant help desk customer support environment.
- Skilled in Jamf Administration
- Outstanding soft skills, including strong communication, positive attitude, and ability to coach other team members.
- Ability to document processes and policies for use by team members and end users.
- Experience with deskside support and familiarity with imaging software.
- Root cause mentality and preventative thinking approach to problem-solving.
- Willingness to participate in an on-call rotation once every 3-4 weeks.
- Availability to work a hybrid schedule in NYC with typical hours of 9 am - 5 pm.
PREFERRED QUALIFICATIONS :
- Experience supporting C-Suite
- Familiarity with First Service as a ticketing system.
Equal Opportunity Employer, including disability and protected veteran status
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