Senior Help Desk Analyst

Job Details

***We are unable to sponsor for this permanent full-time role***

***Position is bonus eligible***

Prestigious Financial Institution is currently seeking a Senior Help Desk Analyst with strong Windows and Mac end-user experience. Candidate will complete general tasks to aid in the ongoing support of workplace endpoint technology which includes desktops, laptops, thin clients and virtual desktops. The Help Desk Associate carries out procedures to ensure that all products and services meet organization standards and user requirements. The Help Desk Associate assists in the installation, maintenance and testing of workplace endpoint technology to ensure proper operation and freedom from defects. The Help Desk Associate monitors and responds to technical problems utilizing hardware and software testing tools and techniques. The Help Desk Associate may coordinate small projects.

Responsibilities:

The Senior Associate serves as an escalation point for junior technicians, offering guidance, training, and support to help them resolve complex problems and develop their skills.

Troubleshooting and Problem Solving: Diagnose and resolve a wide range of complex technical problems, often remotely, on-site or travel to remote offices, including issues with operating systems, applications, peripherals, and network infrastructure.

Record detailed issue description, document troubleshooting steps performed, and enter issue resolution in the ticketing system

Perform basic hardware and software troubleshooting

Follow up with customers to ensure the issue has been resolved

Track, route, and redirect issues and inquiries to correct resources/teams

Properly escalate unresolved issues to the next level support

Help support Audio/Video conference equipment for presentations and meetings

Document all PC software and hardware procedures

Coordinate PC equipment retrieval when off-boarding resources including data archival and system removal following the proper decommission procedure

Perform inter office moves

Attend weekly staff meetings

Other duties as assigned

Qualifications:

Excellent verbal and written communication skills

Ability to work effectively with vendors and management

Hardware (e.g., desktops, laptops, mobile devices).

Adobe Suite

Network Fundamentals (TCP/IP, DNS, DHCP, VPN)

VMWare

Microsoft Office Suite

Windows & macOS

Education and/or Experience:

Possess a minimum of 3-5 years of experience in an IT help desk or desktop support role, demonstrating a strong understanding of technical support principles and practices.

Bachelors’ degree in Computer Science, MIS, or a related discipline or an equivalent combination of education and 3-5 years work experience.

Certificates or Licenses:

Industry certifications such as CompTIA A+, Network+, MCSA, or MCSE.