Overview
Skills
Job Details
Job Title: Help Desk Associate Consultant
Location: New York, NY (Onsite)
Duration: 6+ Months
Position Overview
The Help Desk Associate will provide high-quality technical support and customer service within a large enterprise IT environment. This role requires strong analytical, troubleshooting, and communication skills, as well as the ability to manage multiple technical issues efficiently. The consultant will report to the Deputy Director of Help Desk and collaborate closely with the Infrastructure and Technology & Innovation teams to ensure smooth IT operations and timely issue resolution.
Key Responsibilities
Monitor and manage ServiceNow Helpdesk tickets, emails, and calls, ensuring timely responses and resolutions.
Install and configure desktop/laptop hardware and software as required.
Diagnose and resolve issues related to operating systems, endpoint devices, and applications.
Re-image and reload desktops/laptops, optimizing hardware and software components.
Configure, deploy, and troubleshoot software applications and browsers.
Provide remote desktop, laptop, and VPN support for remote staff.
Assist with preliminary identification of computer and application-related issues.
Perform Active Directory tasks such as password resets, account creation, and user deactivation.
Manage user accounts and access permissions, ensuring proper group assignments.
Enroll and administer devices using Mobile Device Management (MDM) platforms (e.g., Intune or similar).
Configure, support, and refine MDM platforms to enhance endpoint security and performance.
Install and support Cisco IP Phones, providing first-level troubleshooting.
Perform IMAC (Install, Move, Add, Change) activities for hardware and software.
Conduct triage of ServiceNow tickets and escalate issues appropriately.
Maintain communication with stakeholders, providing updates on issues and resolutions.
Document processes, maintain inventory control, and track hardware/software assets.
Follow SLA guidelines, track performance metrics, and report progress to management.
Assist with basic network functions, including cabling and racking equipment.
Minimum Qualifications
Candidates must meet one of the following criteria:
Bachelor s degree in a related field and two (2) years of full-time experience in computer operations, LAN/WAN environments, or desktop support; OR
Associate degree or 60 college credits and three (3) years of related experience; OR
High school diploma (or equivalent) and four (4) years of related experience; OR
A combination of education and experience equivalent to the above, with a minimum of a high school diploma and at least two (2) years of qualifying experience.
Preferred Skills
Experience with Microsoft Windows 10/11 and Microsoft Office 365 applications.
Familiarity with ITSM tools such as ServiceNow or similar ticketing systems.
Strong troubleshooting ability for hardware, software, and network issues.
Experience with Active Directory (user accounts, groups, and password resets).
Knowledge of MDM tools such as Microsoft Intune or equivalent.
Understanding of VPN setup and troubleshooting.
Basic knowledge of IT inventory management and asset tracking.
Awareness of cybersecurity concepts such as Multi-Factor Authentication (MFA).
Experience providing end-user support in a large enterprise setting.
Strong customer service orientation, able to handle issues with professionalism and urgency.
Ability to prioritize multiple tasks and perform effectively in a fast-paced environment.
Works well independently and collaboratively with cross-functional teams.
Proactive, detail-oriented, and adaptable to evolving technologies.