JOB TITLE: Lead Helpdesk Analyst

Think Consulting is seeking a Lead Helpdesk Analyst to join a leading organization for youth in New York City. The Lead Helpdesk Analyst will report to the Helpdesk Manager and will be responsible for responding to and diagnosing Level 1/Level 2 Technical Issues, providing support to executive offices, and mentoring other helpdesk analysts.

KEY RESPONSIBILITIES:

• Respond to and diagnose Level 1/Level 2 Technical Issues via phone, desk-side support, or remote-control technology.
• Provide executive office support and assure excellent customer service and timely closing of trouble tickets in the ticketing system (Fresh service).
• Conduct problem identification, research, isolation, resolution, and follow-up to ensure problem resolution and customer satisfaction.
• Coordinate additional support to ensure problem resolution, customer satisfaction, and quality assurance.
• Mentor and coach other helpdesk analysts on the team.

REQUIRED QUALIFICATIONS:

• Experience supporting Mac OS and current Windows Desktop OS in a relevant help desk customer support environment.
• Skilled in Jamf Administration
• Outstanding soft skills, including strong communication, positive attitude, and ability to coach other team members.
• Ability to document processes and policies for use by team members and end users.
• Experience with deskside support and familiarity with imaging software.
• Root cause mentality and preventative thinking approach to problem-solving.
• Willingness to participate in an on-call rotation once every 3-4 weeks.
• Availability to work a hybrid schedule in NYC with typical hours of 9 am - 5 pm.

PREFERRED QUALIFICATIONS:

• Experience supporting C-Suite
• Familiarity with First Service as a ticketing system.

Equal Opportunity Employer, including disability and protected veteran status