Help Desk Analyst

ABOUT BROOKLYN MINDS

First, do good. We live and breathe that - with our patients, our team and those we work with outside our family. According to the National Institute of Mental Health, the US is currently battling a mental health epidemic, with one in five Americans struggling with mental illness in one form or another. Brooklyn Minds makes a big difference in the daily lives of our patients through our collaborative approach, being at the forefront of care, and providing customized and comprehensive mental health care to individuals and families across the lifespan. But we aren't stopping there. We have even bigger plans in mind, and if you have what it takes, you can help us solve a lot of pressing problems. Come and do good with us

JOB DESCRIPTION

In this critical role, the help desk analyst will troubleshoot and offer viable solutions to various hardware and software problems. The ideal candidate is an analytical problem-solver with extensive knowledge of computer hardware and software and a successful track record  in demonstrating strong customer service. 

RESPONSIBILITIES

The role responsibilities include but are not limited to:

• Collaborating with senior staff for difficult issues
• Performing onsite support and installations
• Performing remote troubleshooting through diagnostic techniques
• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Walking the customer through the problem-solving process
• Directing unresolved issues to the next level of support 
• Creating and maintaining ticket workflows
• Maintaining and creating user-level and internal knowledgebase articles
• Following-up and update customer status and information
• Passing on any feedback or suggestions by customers to the appropriate internal team
• Identifying and suggest possible improvements in procedures

SKILLS AND QUALIFICATIONS

• Computer skills – strong knowledge of operating systems, computer hardware, and platforms is needed. 
• Communication – help desk analysts must be able to communicate clearly via telephone, email, or chats and display strong listening skills to fully understand a customer's issues and needs.
• Organizational skills – keeping files on ongoing issues and notes about specific customer repairs are essential in helping the help desk analysts identify and correct problems and work seamlessly with other members of the help desk team.
• Customer service – help desk analysts must demonstrate consistent patience, understanding, and empathy with customers to make sure customers are taken care of in a timely and respectable manner.
• Troubleshooting – help desk analysts need to be familiar with all the steps in the troubleshooting process for all kinds of errors and computer issues to resolve customer problems quickly.
• Analytical – help desk analysts must scrutinize every detail when confronted with a computer hardware and software issue to ensure that they are getting every piece of the puzzle to apply the best procedures for dealing with a particular problem.
• Multitasking – it is not uncommon for help desk analysts to work on two or even three issues on any given call; multitasking is an essential attribute.

REQUIRED TECHNICAL/HARDWARE/SOFTWARE EXPERIENCE AND KNOWLEDGE:

• Deep understanding of help desk software, especially Freshservice
• Experience with G Suite Administration
• User Account Management
• Ability to produce and maintain user-level knowledge base articles and department level documentation
• Ability to identify malicious software and communications, and to be able to clearly explain basic security concepts for different audiences.
• Proven track record of handling sensitive and confidential information with professionalism

REQUIREMENTS

• Comptia A+ required, other Comptia certifications preferred
• JAMF Certified Associate Certification is highly preferred
• Google Cloud certification in G Suite is highly preferred
• 4+ years of proven experience as a help desk technician/analyst or other technical support roles
• 2+ in a customer service role
• Good understanding of hardware, operating systems, user account management, domain management, and MDM platform management
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
•  BSc/BA in IT, Computer Science or relevant field or equivalent experience or certifications
• Experience writing user-level guides or similar content strongly preferred

COMPENSATION AND BENEFITS

• $55,000-65,000 annual salary (commensurate with experience)
• Health, vision, dental, and life insurance benefits
• Eligibility for 401K after one year of work

INTERACTIONS WITH OUR VALUES

At Brooklyn Minds, we've found that our values are better represented by balancing juxtaposed principles. Our values are dialectical, and we view them as two bookends that we aim to move easily between or embody both simultaneously. Here's how we see this role interacting with each of our values.

• Technological sophistication and human connection

The Help Desk Analyst has to work very carefully to hold both of these in mind! While this position requires someone with a high level of technical knowledge and skills, we're also looking for someone who values human connection in their work as a Help Desk Analyst.

• Teacher and learner

Our Departments are at their best when the team believes that the employees are the experts in their experiences and needs. However, the Help Desk Analyst is also an expert in the Information Systems workflow at Brooklyn Minds and is comfortable making suggestions for how to improve the process.

• Empathy and accountability

The Help Desk Analyst must use excellent judgment in balancing empathy and accountability. Because this position also deals with employees early in their Brooklyn Minds experience, it's essential to meet them with empathy, while clearly laying out our policies.

• Autonomy and collaboration

The Help Desk Analyst functions largely autonomously while working closely with the leader and the rest of the Information Systems team.

• Transparency and privacy

Our information systems and processes are mostly transparent to the company as a whole, but some information is not available to the public and other employees, as our employees' privacy is a top priority. The Help Desk Analyst may sometimes be asked to provide protected employee or client information and should feel confident in upholding HIPAA and Brooklyn Minds' own privacy standards.