Job Title: IT Service Desk Analyst

Department: Information Technology

Reports To: IT Service Desk Manager

The IT Service Desk Analyst will be responsible for providing technical assistance and support to Win Staff and Clients related to the use of deployed IT equipment and applications. This includes, but is not limited to, providing remote and in-person Service Desk support, setup/installation/upgrade of IT equipment and software, and troubleshooting hardware/software/network connectivity problems in a timely and efficient manner.

Responsibilities

• Respond to user inquiries and requests for technical assistance via phone, email or work order; assess problems and issues with IT equipment and applications, and help resolve these issues for users; Serve as the first-level point of contact for Win Clients to facilitate the effective use of student iPads, laptops, and PC Lab equipment.

• Diagnose hardware, software, and network connectivity issues; Escalate IT service issues to appropriate technical staff as needed.

• Document all user support activity in designated IT work order system; Maintain communication with end-users and supervisor regarding support activities; Update/close work orders in a timely manner.

• Install, upgrade, maintain, and troubleshoot IT assets including desktop computer systems and peripherals, software applications, laptops, printers, tablets, smartphones, IP Phones, etc.

• Provide individual and group end-user instruction on the use of deployed technology resources.

• Maintain updated IT inventory information and document in IT Asset Tracking system.

• Prepare and maintain IT service documentation and reports.

  Position Requirements

• Bachelor's degree from an accredited College or University with a major in Computer Science or Information Systems;

• OR Graduation from a certified technical training program in computer maintenance/repair; AND At least two years work experience in IT Support or other related Technical Support capacity.

• Certification in A+, Network +, Microsoft Desktop Support desirable.

  Work Conditions

• Shift: Monday - Friday 9:00 a.m. to 5:00 p.m.; Occasional assignments on evenings and weekends.

• Regular travel to Win sites in all five boroughs of New York City

• Occasional inspection of equipment and cables in floors, ceilings, closets and IT rooms.

• Lifting and transporting of moderate-to-heavy objects, including computers, printers, UPS devices, and other IT equipment.

  WIN’S DIVERSITY, EQUITY & INCLUSION HIRING COMMITMENT

  Our most effective service to our community comes from a diverse mix of minds, backgrounds and experience. As a result, we are committed to cultivating an inclusive work environment. Win actively seeks a diverse applicant pool and encourages candidates of all backgrounds to apply. We provide equal opportunities to all employees and applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status or any other protected category under federal, state and local law .