Technical Support Analyst

Overview:

Note: This role is Hybrid to Pearl River, New York

This role has a Hybrid work schedule with 3 days in-office (Pearl River, NY) and 2 days remote. In addition, this position may require occasional evening or weekend work to accommodate system maintenance or upgrades.

As a Level 1 Help Desk Support, you will be responsible for providing technical assistance and support related to computer systems, hardware, and software. You will respond to queries, isolate problems, and determine and implement solutions for end users. This role requires excellent communication skills and the ability to diagnose and resolve basic technical issues.

The Level 1 Help Desk Support role is crucial in ensuring the smooth operation of the organization’s IT systems and providing essential technical support to end users. This position offers an opportunity to develop foundational skills in IT support and contribute to the overall efficiency and productivity of the organization.

Technical Support

Provide first-line support to end users for computer hardware, software, network, and peripheral devices. 

Troubleshoot and resolve technical problems or escalate issues as appropriate.
Install, modify, and repair computer hardware and software.
Log and track all issues using Jira Service Management tool.
Equipment Refresh projects require moving laptops, docks and monitors as needed.
Set up meetings and maintain conference equipment.
Organize and maintain computer lab and storage room.

Customer Service

Interact with end users via phone, email, in person or Teams Messaging to provide information and assistance.
Ensure a high level of customer satisfaction through timely and accurate resolution of issues.
Follow up with users to ensure problems are resolved satisfactorily.

Documentation
Document all help desk interactions, including nature of problem, resolution, and follow up steps.
Document and maintain system processes.

Training and Knowledge Sharing

Assist in the creation and maintenance of user guides, knowledge base articles, and FAQs.
Provide training to end users on basic system operations and software applications.

Team Collaboration
Work collaboratively with other IT support staff to ensure efficient operation of the organization’s IT systems.
Participate in team meetings and contribute to continuous improvement efforts.

Supervisory Responsibilities
This position does not have supervisory responsibilities.

Unfortunately we are unable to sponsor or take over sponsorship of an employment Visa at this time.

The salary range for this position is $40,000-$43,000. The successful candidate’s salary will depend on actual ranges of current employees in the subject position, market considerations, budgetary considerations, geography, as well as the candidate’s skill set, level of experience, and qualifications. Involved Media offers a very competitive benefits package inclusive of medical coverage, dental, vision, disability, 401k, paid time off, community engagement opportunities, great colleagues, and great learning opportunities.

• High school diploma or equivalent required
• Additional certification(s) (e.g., CompTIA A+, Microsoft Windows certification), a plus.
• Proven experience in a help desk or technical support role is preferred.
• Strong knowledge of Microsoft Windows, M365 Office Suite and Mac OS. Understanding G Suite is desirable.
• Basic understanding of networking concepts and protocols is required.
• Must have excellent problem-solving and communication skills.
• Required ability to work independently and prioritize tasks effectively.
• Ability to support Active's proprietary and third-party applications.
• Must be available or on-call for before or after-hour projects on an as-needed basis.
• Ability to lift computer-related equipment up to 25 pounds as needed.

Travel
This position does not require any regularly scheduled travel although some travel to our NYC location may be required occasionally.