Entry-Level Help Desk Analyst

Job Description

Entry-Level Help Desk Analyst | Prestigious Law Firm

The Tone:
This is an early career, full-time Entry-Level Help Desk Analyst position located onsite in New York City, working within a large university environment. This role is specifically designed for a recent Computer Science graduate who has completed relevant internship experience and is eager to launch their professional career in IT support. The position holds significant importance in providing essential first-level technical assistance to a diverse user base, including faculty, staff, and students. It offers invaluable hands-on exposure to a wide array of enterprise technologies, requiring proficiency across both macOS and Windows platforms in a high-volume, user-facing academic setting. The analyst will play a key role in ensuring smooth technological operations and user satisfaction across the campus.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: In-person, New York, NY

• Mission: Provide essential first-level technical support to faculty, staff, and students within a high-volume university environment, effectively troubleshooting and resolving a wide range of hardware and software issues to maintain seamless campus operations.
• Tech Stack: macOS, Windows, Microsoft 365, ServiceNow, Jira, Active Directory, Azure AD

What You’ll Actually Do
• Support Users: Provide comprehensive first-level technical assistance to faculty, staff, and students across the university, engaging with them through various channels including direct in-person interactions, phone calls, email, and by actively managing requests within a dedicated ticketing system.
• Resolve Technical Issues: Proactively troubleshoot, diagnose, and resolve a wide variety of hardware and software problems specifically encountered on both Mac and Windows devices, ensuring rapid resolution and minimizing operational disruption for all users.
• Manage User Accounts and Software: Diligently assist users with critical account access issues, facilitate secure password resets, and accurately address common software inquiries, with a particular focus on supporting productivity tools such as Microsoft 365 applications.
• Configure Equipment: Perform the essential tasks of installing, configuring, and maintaining various IT equipment, including laptops, desktop computers, printers, and other peripheral devices, to ensure they are fully operational and ready for user deployment.
• Document and Escalate: Maintain clear, accurate, and concise documentation of all reported issues and their corresponding resolutions within the designated ticketing system, ensuring proper record-keeping and appropriately escalating any complex or unresolved technical challenges to higher-level specialized support teams.

The Must-Haves
• Background: Possession of a Bachelor’s degree in Computer Science or a closely related academic field, specifically targeting an entry-level or early career professional.
• Experience: Successful completion of at least one significant internship or co-op experience, which must have been specifically focused on IT support, help desk functions, or desktop support responsibilities.
• Skills: Foundational knowledge of both Windows and macOS operating systems, and practical familiarity with common productivity tools such as Microsoft 365. Strong communication skills are also essential, enabling the clear explanation of technical concepts to non-technical users.
• Bonus: Prior experience providing user support within an academic or broader enterprise environment, practical familiarity with professional ticketing systems such as ServiceNow or Jira, exposure to directory services tools like Active Directory or Azure AD, or a demonstrated interest in pursuing IT certifications such as CompTIA A+ or Network+.