Associate Helpdesk Support Analyst

GNY Insurance Group; New York (NY); On-site; USD 36,000 - 61,000; Full time

Job summary

A leading insurance group is seeking an Associate Help Desk Support Analyst to provide essential IT support to users. This role involves troubleshooting, hardware maintenance, and user account management within a dynamic team environment at their New York headquarters. Ideal candidates will possess a combination of technical skills and exceptional customer service capabilities, ready to contribute to all IT-related inquiries and issues, ensuring smooth operations across the organization.

Benefits

Annual discretionary bonus based on performance

Eligibility for additional benefits

Qualifications

• 1 to 2 years of IT help desk or desktop support experience preferred.
• Minimum of CompTIA A+ Certification if no previous work experience.

Responsibilities

• Provide end-user and infrastructure support for IT matters.
• Troubleshoot end-user issues and manage hardware and peripherals.
• Meet and exceed SLA standards for ticket closure.

Skills

Customer Service

Technical Aptitude

Problem Solving

Communication

Team Collaboration

Education

AS/BS Degree or equivalent work experience

Tools

MS Office

Office 365

Adobe

Job description

Job Details

Job Location: NEW YORK HEADQUARTERS - NEW YORK, NY

Salary Range: Undisclosed

Job Category: Information Technology

Description

Position Summary: The Associate Help Desk Support Analyst is a customer facing role, responsible for providing end-user and related infrastructure support for IT matters. Candidate will work under the direction of a Help Desk Support Supervisor or Manager performing tasks and operations as directed to assist all GNY users with use and repair of GNY IT resources. This includes break/fix, image/move/add/changes and hardware/application support to ensure that GNY users have IT resources available and operational. This is an onsite role.

Essential Duties and Responsibilities:

• Troubleshoot end user issues: Provide root-cause analysis on various IT support issues; handle escalated tickets relating to server/network related issues
• Documents, tracks, and monitors end-user support problems using applicable systems and tools.
• Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
• Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
• Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
• Facilitate user account management: Onboarding, change and departure processes
• Adeptness in Teams, WebEx and other web conferencing tools
• Coordinate with other teams or departments to resolve user problems.
• Participates in special projects and performs additional duties as required.

Qualifications

Education and Experience:

• AS/BS Degree or equivalent work experience required.
• 1 to 2 years of IT help desk or desktop support experience preferred.
• No work experience will be considered if candidate has a minimum of a CompTIAA A+ Certification.

Skills:

• A combination of superior customer service skills and technical aptitude
• Hardware and application support knowledge required; Hardware/Software, MS Office, Office 365, Adobe, etc
• Ability to establish relationships and work collaboratively with cross functional teams (e.g., Network and Systems Administrators).
• Ability to interact well with co-workers and outside contacts.
• Ability to work effectively, independently, and as part of a team.
• Strong analytical and problem-solving skills; Ability to analyze, evaluate and clearly present information and findings.
• Solid communication skills and the ability to communicate timely and accurate status to appropriate levels and stake holders.

Other Requirements:

• Occasional travel required.
• Ability to lift items up to 25 lbs required.

The salary range for this role is $36,300 - $60,900. The listed annual salary range posted for this position is subject to change and may vary depending on performance, education, experience, skills, geographic location, travel requirements, demonstrated proficiency in the competencies required for the role and business needs. Base pay is just one component of GNY’s total compensation package for employees. Other rewards include eligibility for an annual discretionary bonus based on performance.