Helpdesk Analyst

VIP Community Services is dedicated to changing lives and transforming our community. We offer a continuum of services to individuals with histories of chemical dependency. Our client-centered approach empowers people to take charge of their lives and discover their personal paths to self-sufficiency.

Title: Helpdesk Analyst

Reports To: I.T. Director

About the role: The Helpdesk Analyst will be responsible to support the organization technology services and provide customer support. Experience troubleshooting networks, hardware, software, mobile devices, IoT, be self-driven, able to communicate effectively, provide detail documentation of issues/solutions, and is able to handle stressful situations calmly.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, email or helpdesk system
• Diagnose and resolve technical hardware and software issues
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the problem-solving process
• Record events and problems and their resolution in VIP Helpdesk system
• Follow-up on assigned tickets and update staff of its status and relevant information
• Identify and suggest possible improvements on procedures
• Direct unresolved issues to the next level of support personnel
• Writing, editing, and revising system procedures of new and updated software and hardware
• Windows Active Directory account management, Updates, Adds, Deletes, Changes and Password resets
• Adheres to inventory and change management procedures
• Handles multiple high priority tasks simultaneously
• Travels to various locations within New York to provide desktop support
• Knowledge of Windows 7/8/10, 2012 r2, Microsoft office and office365
• Networking, Routers, Switches, DNS, DHCP

Qualifications:

• Associates Degree in Information Technology or related field
• Self-Motivated, willing to learn and stay up-to-date with technology
• Ability to travel, work overtime and weekends as needed
• Ability to independently research a problem using available resources, such as manuals, training materials and the Internet
• Excellent interpersonal, writing and oral communication skills

Perks Working for VIP:

• Dress down Fridays
• Discount on gym membership
• Tuition reduction rate on continuing education
• Annual holiday party
• Annual staff picnic
• Medical/ Dental/ 403(B)
• Transit discount for parking and MTA

VIP Community Services provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.