IT Service Desk Analyst

The IT Service Desk Analyst provides advanced technical support and exceptional customer service to users across the organization. Operating with minimal supervision, this role is responsible for diagnosing and resolving complex hardware, software, and networking issues across PC, Mac, and mobile platforms. The Analyst serves as a primary support point for all end-user technology needs, ensuring a reliable and high‑quality IT experience.

SHIFT - Sunday-Thursday 6am-3pm

location: New York, New York

job type: Solutions

work hours: 6am to 3pm

education: Bachelors

Responsibilities

Position Summary

The IT Service Desk Analyst provides advanced technical support and exceptional customer service to users across the organization. Operating with minimal supervision, this role is responsible for diagnosing and resolving complex hardware, software, and networking issues across PC, Mac, and mobile platforms. The Analyst serves as a primary support point for all end-user technology needs, ensuring a reliable and high‑quality IT experience.

Reports To

Manager, Service Delivery

Education & Experience

• Preferred: Bachelor's degree in Information Technology, Computer Science, or related field
• Required: Minimum 2 years of IT support experience in a mid‑ to large‑scale enterprise environment
• Demonstrated proficiency supporting Windows, macOS, and mobile operating systems
• Strong understanding of hardware, software, and network troubleshooting

Key Responsibilities

End-User Support

• Deliver high‑quality Service Desk and deskside support to users at all levels of the organization.
• Serve as the single point of resolution for issues involving desktops, laptops, tablets, mobile devices, printers, wireless networks, and A/V systems.
• Provide white‑glove support to executives and VIP users.

Incident & Request Management

• Manage incidents and service requests throughout their lifecycle in ServiceNow, ensuring compliance with established SLAs.
• Perform advanced diagnostic analysis, resolve complex issues, and collaborate with internal IT teams and external vendors as needed.
• Escalate incidents to appropriate resolver groups when required.

System & Account Administration

• Provision and maintain user accounts, distribution lists, and security groups within Active Directory.
• Support configuration, deployment, and lifecycle management of workstations and mobile devices.
• Push, install, and validate OS patches and third‑party software updates; assist with regression testing during OS upgrades.

A/V and Conference Support

• Provide technical support for conference rooms and large-scale, multi-location meetings.
• Configure and troubleshoot video conferencing systems and A/V hardware.

Onboarding & Training

• Conduct new-hire technical orientation and provide end-user training on supported tools and technologies.

Operations & Logistics

• Fulfill equipment requests, capture asset information, and maintain accurate documentation.
• Support office moves and equipment relocations.
• While rare, and when available, participate in shift rotations to maintain 24x7 production support coverage.
• Perform occasional light travel as required.

Skills & Competencies

• Strong technical acumen with current knowledge of modern hardware and software technologies
• Proficient in Windows OS, macOS, Office 365, Exchange/Outlook, and Active Directory
• Experienced with remote diagnostic tools and software distribution systems
• Excellent communication, customer service, and problem‑solving skills
• Ability to prioritize, work under pressure, and meet deadlines with minimal supervision
• Strong organizational and interpersonal skills
• Flexible and adaptable to changing business needs

Physical Requirements

• Regularly required to speak, hear, and sit for extended periods
• Ability to lift and move up to 50 pounds
• Requires close, distance, and adjustable vision capabilities

Work Environment

• Standard office environment with moderate noise levels
• Reasonable accommodations provided as required
  

Qualifications

Education & Experience

Preferred: Bachelor's degree in Information Technology, Computer Science, or related field

Required: Minimum 2 years of IT support experience in a mid‑ to large‑scale enterprise environment

Demonstrated proficiency supporting Windows, macOS, and mobile operating systems

Strong understanding of hardware, software, and network troubleshooting

Key Responsibilities

End-User Support

Deliver high‑quality Service Desk and deskside support to users at all levels of the organization.

Serve as the single point of resolution for issues involving desktops, laptops, tablets, mobile devices, printers, wireless networks, and A/V systems.

Provide white‑glove support to executives and VIP users.

Incident & Request Management

Manage incidents and service requests throughout their lifecycle in ServiceNow, ensuring compliance with established SLAs.

Perform advanced diagnostic analysis, resolve complex issues, and collaborate with internal IT teams and external vendors as needed.

Escalate incidents to appropriate resolver groups when required.

System & Account Administration

Provision and maintain user accounts, distribution lists, and security groups within Active Directory.

Support configuration, deployment, and lifecycle management of workstations and mobile devices.

Push, install, and validate OS patches and third‑party software updates; assist with regression testing during OS upgrades.