Information Technology Help Desk Analyst

IT Help Desk Analyst (Onsite)

• Employment Type: Contract (Full Time)
• Experience: From 0 years to 5 years
• Location: Manhattan, New York
• Hourly Rate: $17 - $19 per hour (All inclusive)

• Position Summary
• The IT Service Desk Analyst is the first point of contact for end users with technical issues. You will resolve incidents promptly, maintain accurate records, and deliver a high-quality customer experience — all while meeting service level targets and supporting the overall efficiency of the Service Desk.

• Key Responsibilities
• Respond professionally to customer inquiries via phone, email, or chat.
• Provide Tier 1 help desk support for IT systems or operational services.
• Assist students, staff, parents, or other stakeholders with inquiries and service requests.
• Log and track incidents, service requests, and inquiries using CRM and ITSM.
• Research solutions using knowledge bases, workflows, and predefined scripts.
• Diagnose issues and provide initial troubleshooting or guidance to resolve problems.
• Escalate complex or priority issues to Team Leads or appropriate Tier 2/3/4 support.
• Maintain accurate records of interactions, resolutions, and actions taken.
• Follow quality standards, service level expectations, and operational procedures.

• Candidate Profile
• Excellent communication skills with strong customer service orientation.
• Ability to remain calm, patient, and professional when handling customer inquiries.
• Strong listening skills with an empathetic and positive communication style.
• Detail‑oriented with strong organizational and time‑management skills.
• Proficiency in Microsoft Office tools including Word, Excel, and PowerPoint.

• Preferred Attributes
• Prior experience in IT support or customer service.
• Experience with CRM/ITSM tools.
• Call Center experience and managing tickets, preferably in the public services.

• Equal Opportunity
• Technology& is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, gender, sexual orientation, age, disability, national origin, or any other legally protected status. We are committed to creating a diverse and inclusive workplace.