Friedman Williams
Service Desk Analyst New York New York
Job ID: 20059
We are looking for a Service Desk Analyst who will be responsible for providing customer service to 300+ end users, both in a helpdesk capacity as well as desktop and Audio-Visual support, specifically in Microsoft Teams. This is a hybrid role in downtown NYC.
Responsibilities include resolving Level 1 and Level 2 support desk and desktop issues with a mixture of day-to-day client support, end-user application support, and conference room support for meeting setups. This includes receiving, prioritizing, documenting, and actively resolving end user service requests and incidents. Move, Add, & Change requests for telephone, mobile devices and desktop applications are other functions performed by the Service Desk Analyst role.
Key Responsibilities:
Field incoming requests from the firm’s staff via telephone, e-mail, and in-person
Triage and troubleshoot service requests and incidents that come to the service desk in a timely manner.
Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in ticketing system
Maintain inventory for laptops, desktops, and various computer peripherals
Help to administer and support all core technologies within the firm
Troubleshoot and resolve Level 1 and 2 support tickets related to desktop performance issues, application errors, and various office peripherals such as printers
Provide A/V support for internal and external client meetings
Participate in weekly on-call rotation for after-hours escalation of service requests/incidents
Technical Requirements:
5+ years of experience troubleshooting desktop hardware and software issues in an Enterprise environment
5+ years of experience in technical services and support position
Proficiency with computer software and hardware, including Windows 10/Windows 11, MS Teams, Zoom and remote-control tools
5+ years of experience with support MS Office product suite applications (Outlook, Word, Excel, PowerPoint)
Experience with iManage preferred but not required
Familiarity of Active Directory concepts for user account management
Legal experience preferred but not required
Job Requirements/Skills:
Bachelor’s degree, preferably in Computer Science, and/or comparable education and work experience.
Basic familiarity with ITIL Incident Management processes
Excellent interpersonal, verbal, and written communication skills
Ability to maintain regular attendance and work regularly scheduled hours
Ability to take direction and accept supervision.
Demonstrated ability to work independently, organize and accurately prioritize work, be detail-oriented, understand when urgency is required and use good judgment in varied situations
Ability to work effectively with co-workers in a team-oriented, collaborative environment
Ability to build and maintain positive relationships, both internally and externally, while maintaining a client service orientation
Ability to use sound judgment and discretion in dealing with highly confidential information
Ability to maintain stamina throughout a standard workday, on-site
Willingness to be flexible with time and adjust to a changing work environment.
Requires a four-year degree in Information Technology or related discipline or comparable education and work experience
Must have physical capability to consistently lift 50lbs without assistance
Please send resume to tgrossman@friedmanwilliams.com