Help Desk Analyst

Kravet LLC; Syosset (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

Kravet LLC is seeking a Help Desk Analyst for their Woodbury office. This role involves providing technical support and system administration for the local office and remote showrooms. Candidates must have an associate's degree in IT, excellent troubleshooting skills, and experience with Google products. The position requires strong communication and organizational skills, along with the ability to manage day-to-day help desk operations efficiently. This is an on-site position, emphasizing effective customer service and technical expertise.

Qualifications

• Must have experience with hardware and software troubleshooting.
• Experience with the Google suite of products is required.
• A+ Certifications and technical experience with MAC OS are preferred.

Responsibilities

• Manage the IT ticketing system at the Woodbury location.
• Provide remote support to company showrooms.
• Maintain the lifecycle of end-user hardware on-site.

Skills

Excellent written and verbal communication skills

Hardware and software troubleshooting experience

Highly organized with excellent time management skills

Ability to work with external vendor support

Self-motivated individual

Ability to maintain a professional demeanor

Education

Associate’s degree in IT field or equivalent

Tools

Google suite of products

Zendesk Ticketing

Ninja One RMM Platform

MDM and Apple devices

Job description

Summary

The Help Desk Analyst is a critical member of the IT department, serving as the primary point of contact for end‑user technical support and system administration dedicated to the Woodbury office as well as all remote company showrooms. This multifaceted role requires a proactive problem‑solver who can seamlessly manage day‑to‑day help desk operations for the local site and remote locations while supporting broader IT infrastructure needs. The ideal candidate will ensure the reliable operation of the Woodbury office and showrooms' PCs, operating systems, and network connectivity, while also taking ownership of ERP support coordination and third‑party vendor relationships. This position is on‑site and not remote or hybrid.

Core Responsibilities

• Support Desk Operations: Manage the IT ticketing system, providing timely tier 1 and tier 2 support to all employees at the Woodbury location. Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues while maintaining excellent customer service and communication.
• Showroom IT Support: Provide comprehensive remote technical support for all company showrooms. Ensure the reliable operation of showroom‑specific systems, hardware, network connectivity, and applications, acting as the primary IT liaison for all showroom staff.
• PC & Operating System Management: Responsible for the complete lifecycle of end‑user hardware on‑site and in supported remote locations. This includes provisioning, configuring, and deploying and decommissioning PCs and laptops, managing operating systems (Windows/macOS), deploying software updates, and ensuring endpoint security compliance.
• Networking Support: Perform troubleshooting of local area networks (LAN), wide area networks (WAN), Wi‑Fi, and VPN connections at the facility and across showroom locations. Assist in maintaining network integrity and escalating complex infrastructure issues to senior engineers when necessary.
• Level of Decision‑Making Authority: Empowered to make independent decisions on local, operational tasks within established organizational protocols.
• Impact of Decisions: Directly affects the efficiency and quality of local deliverables; broader strategic decisions are deferred to management.

Abilities/Key Competencies/Skills

• Excellent written and verbal communication skills
• Hardware and software troubleshooting experience
• Highly organized with excellent time management skills
• Ability to work with external vendor support and follow proper escalation patterns when required
• Take ownership and responsibility of queries, issues, and requests
• Self‑motivated individual who requires minimal supervision
• Ability to maintain a professional demeanor under stressful situations
• Level of Autonomy - High degree of self‑direction in managing daily workflow and prioritizing tasks once core processes are mastered.

Experience/Certifications/Education

• Associate’s degree in IT field of study or equivalent combination of education and experience
• Experience with the Google suite of products
• Experience with MDM and Apple devices
• Experience with Zendesk Ticketing and Inventory Management system
• A+ Certifications
• Technical experience with additional operating systems, including MAC OS
• Experience with Ninja One RMM Platform

Organizational Relationship

Identify who position reports to and/or who reports to this position:

• IT Help Desk Manager

Supervisory Responsibilities

None; operates as an individual contributor.

Travel Requirements (if any)

• Local showrooms
• Other minimal travel

Physical Demands

• Must be able to stand, walk, stoop, and bend for 8 hours or more daily.
• Requires lifting 0-25 lbs continuously, 25-50 lbs occasionally