The Helpdesk Support Analyst role will be responsible for supporting the organization's hardware and desktop application software. This individual must be able to think on their feet in a fast-paced environment, exhibit excellent troubleshooting skills and demonstrate excellent communication abilities. Candidate must demonstrate first-rate customer service skills and enjoy working with end users.

The Helpdesk Support Analyst role is multi-faceted with the opportunity to be a contributor and implementer of new technology solutions in addition to the primary support function of those technologies. We expect the individual to be proactive, a self-motivator and voluntarily contribute as a subject matter expert to provide a premium support environment with the latest technology solutions.

RESPONSIBILITIES

• Provide helpdesk support and resolve problems to the end user's satisfaction remotely
• Answer helpdesk calls and messages
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Manage and monitor service tickets in the queue
• Utilize and maintain the helpdesk tracking software
• Document internal procedures
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Install, configure and verify new workstations, peripheral equipment and software
• Modify and repair computer hardware and software.
• Maintain inventory of all equipment, software and software licenses
• Assist in the ordering of pc hardware and peripherals 
• Escalate issues and problems to upper tier support and/or supervisor
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Respond to queries over the phone and/or in writing
• Respond to email messages for customers seeking help; ask questions to determine nature of problem; walk customer through problem-solving process
• Review event logs to determine malfunctions that continue to occur.
• Run diagnostic programs to resolve problems.
• Follow up with customers to ensure issue has been resolved.
• Be a part of the on-call rotation.

EXPERIENCE AND QUALIFICATION REQUIREMENTS

• A completed or in-process Bachelor's degree in Computer Science, Engineering, or related discipline, or equivalent work experience and technical training, is required
• 1-3 years of experience in computer systems or IT support (Trading or Financial industry desired)
• Understanding of Windows 10, iOS and Android devices, and Printers
• Advanced understanding of Microsoft Office 365
• Excellent customer service and interpersonal skills; telephone and email etiquette
• Flexible Schedule
• Ability to use customer service standards to help others interpret policy
• Thorough understanding of trouble ticket process
• Excellent organizational skills
• Strong oral and written communication skills (technical and non-technical)
• Demonstrated problem-solving skills
• Broad range of application, network, desktop, and mobile device knowledge is highly desirable
• Ability to adapt to change quickly
• Excellent written communication skills including technical writing abilities

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