Help Desk Analyst — Fast, Customer‑First Tech Support

HELP USA INC; Huntington Station (NY); On-site; USD 42,000 - 70,000; Full time

Job summary

HELP USA INC is seeking a Help Desk Analyst in New York, NY to serve as the first line of support for customer inquiries. You will diagnose and resolve hardware, software, and network issues, using established procedures and guiding customers through steps.

You will document interactions, escalate complex problems, and collaborate with other teams while staying current on technologies relevant to the company. A strong customer-centric approach is essential.

Qualifications

• 1-2 years of experience in a technical support role.
• Strong understanding of computer hardware, software, and network principles.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal skills, with the ability to explain technical concepts to customers in a non-technical way.

Responsibilities

• Receive and triage customer inquiries through phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, and network issues using established procedures.
• Provide clear, concise troubleshooting steps to customers.
• Escalate complex issues to senior technicians or other support teams as needed.
• Document interactions and resolution steps for future reference.
• Stay up-to-date on technologies and software updates relevant to operations.
• Collaborate with other support teams to ensure seamless customer service.
• Maintain professional demeanor and manage multiple tasks under pressure.

Skills

Customer service

Technical support

Communication skills

Multi-tasking

Ticketing systems

Tools

Ticketing systems

Job description

HELP USA INC is seeking a Help Desk Analyst in New York, NY to serve as the first line of support for customer inquiries. You will diagnose and resolve hardware, software, and network issues, using established procedures and guiding customers through steps.

You will document interactions, escalate complex problems, and collaborate with other teams while staying current on technologies relevant to the company. A strong customer-centric approach is essential.