Help Desk Analyst at MercyFirst in Syosset, NY

Job description

• Title: Help Desk Analyst
• Location: Syosset, NY
• Department: Information Technology
• SCHEDULE: Full Time / Hybrid
• The Help Desk Technician Level I will be stationed in our Syosset location on Long Island and will be responsible for assisting staff with onsite tasks outlined below. The technician will also be required to travel to sites within Suffolk and Nassau County and occasionally to Queens and Brooklyn when assistance is needed.

Responsibilities

• Under the direction of the CTO, the Help Desk Level 1 Analyst is responsible for performing the following tasks: Help Desk: answer help desk calls/help desk emails and assign tickets to appropriate technicians. Logging of all tickets and first-level troubleshooting required. Create detailed documentation of solutions. Phones: troubleshoot any phone issues agency-wide and maintain ownership of tickets that were escalated to phone vendor technicians. Agency support: The position requires frequent travel to agency sites, mainly in Suffolk and Nassau County. A valid NY state driver’s license is required. The Help Desk Level 1 Analyst is also responsible for hardware and software support, ordering equipment, providing PC level 1 support when required and for performing other tasks as assigned by the CTO. In addition, the Help Desk Level 1 Analyst is responsible for assisting the other help desk technicians as needed and escalating tickets when appropriate.

Requirements

• Bachelor’s degree in computer science or related field. ITIL, A+ and MCE certification preferred. Must have and maintain a valid NYS Driver’s License with a satisfactory driving record.
• Proven experience as a help desk technician or other customer support role, tech savvy with working knowledge of office automation products, databases, and remote control, good understanding of computer systems, mobile devices, and other tech products, ability to diagnose and resolve basic technical issues, proficiency in English, excellent communication skills, customer-oriented and cool tempered, BSc/BA in IT, Computer Science or relevant field. Proficiency in PC/LAN architecture with an emphasis on PC configuration and troubleshooting; Proficiency in Windows 10 & 11, MS Office 365 including Teams, SharePoint and OneDrive, Outlook 365, Imaging PCs and laptops, building & configuring new PCs and laptops for office and remote access, knowledge of network printer configuration and VOIP phone systems. Cabling experience and knowledge of the NY State Connections system is a plus.

Skills

Required

• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool tempered
• Proficiency in Windows 10 & 11
• Imaging PCs and laptops

Preferred

• ITIL, A+ and MCE certification

Benefits

• A comprehensive health insurance package including medical, dental and vision plans for you and your family
• 403B retirement benefits
• Employer-paid life insurance and long-term disability insurance
• Generous paid time off (vacation, personal, sick, 12 paid holidays)
• Free employee assistance program through National EAP
• Insurance discounts for our staff and their families
• Training to support professional and personal development
• Employee wellness program
• Employee recognition activities
• $44,000 - $47,000 per year (35 hours/week)