Help Desk Analyst

Role is onsite on West 57th Street.

35+ hours per week

We are seeking an experienced Help Desk Analyst responsible for providing technical assistance and support related to computer systems, hardware, or software.

Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Overview :

The Help Desk Analyst HET supports over 12,000 employees across the country and internationally. Services include data center operations, disaster recovery, ServiceDesk support, desktop support, premedia systems support, voice systems / services, systems administration, messaging services / support, A / V support, application development and training.

Role Summary :

As a Help Desk Analyst, you will provide technical software, hardware, and network problem resolution to all employees by diagnosing issues and guiding users through step-by-step solutions in a call center environment.

You will escalate unresolved level two requests to Desktop Technicians or Network Engineers. This role involves first-level Service Desk support for PC / MAC end users, managing Service Desk requests (phone, electronic), coordinating problem identification and resolution, and tracking / reporting activities using ServiceNow.

Responsibilities :

• Provide technical support for software, hardware, and network issues.
• Diagnose and resolve technical problems through step by step solutions.
• Escalate unresolved issues to Desktop Technicians or Network Engineers.
• Manage and track Service Desk requests using ServiceNow.
• Support PC / MAC end users in a call center environment.
• Maintain cooperative working relationships and demonstrate sensitivity to a diverse population.
• Provide support for publishing and other business-specific systems.
• Manage and track Service Desk requests using ServiceNow.
• Support PC / MAC end users in a call center environment.
• Maintain cooperative working relationships and demonstrate sensitivity to a diverse population.
• Provide support for publishing and other business-specific systems.

Requirements :

• Minimum 3 years of experience in IT Service Desk or user support.
• Proficiency with PC / MAC OS and server platforms, Active Directory, SCCM, Casper, and Windows / MAC desktop applications.
• Experience with desktop computer hardware, printers and peripherals.
• Experience with mobile device support (Windows, iOS, Android)..
• Understanding of basic network protocols.
• Exceptional oral and written communication skills..
• Extensive knowledge of Adobe products (InDesign, Photoshop, Illustrator, Acrobat).
• Experience with font management software (UTC).
• Ability to troubleshoot printing issues.

Preferred Qualifications :

• Strong problem-solving skills and the ability to work under pressure.
• Ability to master new computer technology quickly.
• Excellent customer service skills and a team-oriented attitude.
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.

Benefits :

For information and details on employment benefits offered with this position, please visit

here

Should you have any questions / concerns, please contact our HR Department via our secure

website

California Pay Equity :

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website

here

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law.

Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise,

please contact our HR Department

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.

S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13 / 10-91.).