IT Helpdesk Analyst

The IT Helpdesk Analyst is a first-level role with the primary responsibility of providing technology solutions and support to customers, participating in delivering assigned office(s) daily IT operational work list, facilitating and supporting meeting technology events and tools, and participating in IT projects and initiatives. The IT Analyst also participates in advancing continuous organizational effectiveness and exceptional service delivery. In this capacity, the IT Analyst will:

• Serve as an effective technical resource to customers who contact them directly for timely assistance and high-quality solutions and support, as well as for escalations requiring software and hardware requests; Promote new technologies;
• Facilitate and support meeting technology events and tools including video conferences, presentations, client meetings and special events;
• Collaborate with Firm-wide departments to ensure proper and accurate scheduling and execution of meetings and events;
• Answer incoming first level support calls/emails as well as provide on-site support to firm end users at the local office;
• Install and maintain computer software standards in accordance with departmental requirements and procedures;
• Work across IT teams to achieve timely escalation and closure of software and hardware issues;
• Maintain the operational availability of office computers and printers;
• Maintain asset management system to ensure the accuracy and currency of Firm assets;
• Participate in IT initiatives, projects, and deployments; promotes effective training and user acceptance of Firm software;
• Support mobile device technologies; Promote and support remote access tools and best practices;
• Facilitate the handling of planned service events such as monthly network maintenance, or unplanned network disruptions/critical outages requiring effective coordination and reporting to responsible IT groups (Network Operations, Telecom, etc.);
• Foster data security policies and best practices; adhere to Information Security regulations and guidelines to ensure proper handling and security of Firm data;
• Works beyond scheduled hours as necessary for planned and unplanned work and support; light travel may be required; and
• Impeccable work ethic is a must (Punctual, Reliable Attendance and Self- motivated).