Job Description
Job DescriptionWe are looking for a skilled Help Desk Analyst II to join our team in New York, New York. In this role, you will provide advanced technical support and troubleshooting for hardware, software, and IT systems. This is a long-term contract position suited for professionals with a strong background in IT service management and user support.
Responsibilities:
• Deliver timely and efficient technical support for hardware and software issues, ensuring minimal disruption to business operations.
• Manage and resolve service requests through platforms like ServiceNow ITSM, adhering to established protocols.
• Troubleshoot and resolve issues related to computer hardware, including Mac systems and peripherals.
• Provide expertise in Microsoft Office 365, facilitating user setup, troubleshooting, and maintenance.
• Administer and support Okta for identity and access management, ensuring secure and smooth user experiences.
• Utilize Intune for device management and configuration, ensuring compliance with organizational policies.
• Collaborate with teams to optimize the functionality of Cisco and Citrix technologies.
• Conduct basic troubleshooting for IT systems to identify and address technical issues promptly.
• Maintain detailed documentation of support activities and resolutions to enhance knowledge sharing and future problem-solving.• Minimum of 5 years of experience in a help desk or technical support role.
• Proficiency in hardware troubleshooting and repair, including Mac systems.
• Strong knowledge of Microsoft Office 365 and its applications.
• Experience with ServiceNow ITSM for managing service requests and incidents.
• Familiarity with Okta for identity and access management.
• Hands-on experience with Intune for device management and security.
• Solid understanding of Cisco and Citrix technologies.
• Ability to perform basic troubleshooting across various IT systems and platforms.