Job Description

Help Desk Analyst (L1-L2)

We are in need of a full-time, direct hire Help Desk Analyst to join one of our distribution clients. As a Help Desk Analyst, you will provide support by analyzing and resolving user computer hardware and software issues. You will respond to user inquiries, assess problems with IT equipment and applications, and provide remediation. Additionally, you will also work closely with other IT department personnel to analyze and resolve issues and assist with IT initiatives and projects.

Location: Port Washington, NY (On-site) with 10-25% travel to regional sites

This job expects to pay about $70,000 - $90,000 per year plus bonus and benefits

What You Will Do:

• Provide end-user support for laptops/desktops and escalate issues as needed. Gather and communicate error logs to L2-L3
• Troubleshoot Windows 10/11 and Microsoft 365 issues
• Support Outlook, Intune, and general user apps
• Perform basic debugging; escalate advanced issues
• Assist with device migration and Intune deployment
• Apply systems analysis techniques and procedures to determine hardware, software, or system malfunctional and test or modify computer systems based on configuration specifications
• Test and install computer systems and software
• Maintain records of trends and patterns on computer issues
• Update service ticket system with ticket problem and remediation details
• Work with service desk team to resolve support tickets in a timely fashion
• Work to maintain service desk SLA goals set by the IT Manager
• Handle all aspects of new user setup
• Assist with user desk relocation
• Configure workstations for new users and upgrades
• Troubleshoot basic network connectivity issues
• Assist IT staff with larger scale projects
• Assess and remediate cyber security alerts
• Maintain thorough documentation
• Assist with asset tracking and update asset tracking system

What You Bring to The Table:

• 5-7 years of hands-on helpdesk/desktop experience
• Intune knowledge and debugging skills
• Must be comfortable with 10-25% (up to 1-2 trips per month to regional sites)
• Must be well-versed in Windows 10/11 operating systems
• Must have fundamental understanding of Windows 2012-2022 Server operating systems
• Must have experience with various aspects of Office365, including SharePoint and Exchange
• Beginner to intermediate understanding of network services and concepts
• Intermediate understanding of security best practices
• Strong verbal and written communication skills; strong prioritization skills; result-oriented; responsive; and strong personal initiative
• Must have high patience level, user empathy and the ability to work under professional pressure
• Must be able to troubleshoot in an analytical, effective and efficient manner
• Ability to explain issues clearly and push back professionally when needed
• Ability to explain technical issues clearly to non-technical users
• Highly motivated, ability to work independently or in a team environment. Must be team-oriented and eager to learn
• Excellent organizational skills including attention to detail and multi-tasking

Irvine Technology Corporation (ITC) is a leading provider of technology and staffing solutions for IT, Security, Engineering, and Interactive Design disciplines servicing startups to enterprise clients, nationally. We pride ourselves in the ability to introduce you to our intimate network of business and technology leaders bringing you opportunity coupled with personal growth, and professional development! Join us. Let us catapult your career!

Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

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