It service desk analyst
Randstad, New York, NY, United States
job summary:
The IT Service Desk Analyst provides advanced technical support and exceptional customer service to users across the organization. Operating with minimal supervision, this role is responsible for diagnosing and resolving complex hardware, software, and networking issues across PC, Mac, and mobile platforms. The Analyst serves as a primary support point for all end-user technology needs, ensuring a reliable and high-quality IT experience.
SHIFT - Sunday-Thursday 6am-3pm
location: New York, New York job type: Solutions salary: $30 - 32 per hour work hours: 6am to 3pm education: Bachelors
responsibilities: Position Summary
The IT Service Desk Analyst provides advanced technical support and exceptional customer service to users across the organization. Operating with minimal supervision, this role is responsible for diagnosing and resolving complex hardware, software, and networking issues across PC, Mac, and mobile platforms. The Analyst serves as a primary support point for all end-user technology needs, ensuring a reliable and high-quality IT experience.
Reports To
Manager, Service Delivery
Education & Experience
Preferred:
Bachelor's degree in Information Technology, Computer Science, or related field Required:
Minimum 2 years of IT support experience in a mid- to large-scale enterprise environment Demonstrated proficiency supporting Windows, macOS, and mobile operating systems Strong understanding of hardware, software, and network troubleshooting Key Responsibilities
End-User Support
Deliver high-quality Service Desk and deskside support to users at all levels of the organization. Serve as the single point of resolution for issues involving desktops, laptops, tablets, mobile devices, printers, wireless networks, and A/V systems. Provide white-glove support to executives and VIP users. Incident & Request Management
Manage incidents and service requests throughout their lifecycle in ServiceNow, ensuring compliance with established SLAs. Perform advanced diagnostic analysis, resolve complex issues, and collaborate with internal IT teams and external vendors as needed. Escalate incidents to appropriate resolver groups when required. System & Account Administration
Provision and maintain user accounts, distribution lists, and security groups within Active Directory. Support configuration, deployment, and lifecycle management of workstations and mobile devices. Push, install, and validate OS patches and third-party software updates; assist with regression testing during OS upgrades. A/V and Conference Support
Provide technical support for conference rooms and large-scale, multi-location meetings. Configure and troubleshoot video conferencing systems and A/V hardware. Onboarding & Training
Conduct new-hire technical orientation and provide end-user training on supported tools and technologies. Operations & Logistics
Fulfill equipment requests, capture asset information, and maintain accurate documentation. Support office moves and equipment relocations. While rare, and when available, participate in shift rotations to maintain 24x7 production support coverage. Perform occasional light travel as required. Skills & Competencies
Strong technical acumen with current knowledge of modern hardware and software technologies Proficient in Windows OS, macOS, Office 365, Exchange/Outlook, and Active Directory Experienced with remote diagnostic tools and software distribution systems Excellent communication, customer service, and problem-solving skills Ability to prioritize, work under pressure, and meet deadlines with minimal supervision Strong organizational and interpersonal skills Flexible and adaptable to changing business needs Physical Requirements
Regularly required to speak, hear, and sit for extended periods Ability to lift and move up to 50 pounds Requires close, distance, and adjustable vision capabilities Work Environment
Standard office environment with moderate noise levels Reasonable accommodations provided as required
qualifications: Education & Experience
Preferred: Bachelor's degree in Information Technology, Computer Science, or related field
Required: Minimum 2 years of IT support experience in a mid- to large-scale enterprise environment
Demonstrated proficiency supporting Windows, macOS, and mobile operating systems
Strong understanding of hardware, software, and network troubleshooting
Key Responsibilities
End-User Support
Deliver high-quality Service Desk and deskside support to users at all levels of the organization.
Serve as the single point of resolution for issues involving desktops, laptops, tablets, mobile devices, printers, wireless networks, and A/V systems.
Provide white-glove support to executives and VIP users.
Incident & Request Management
Manage incidents and service requests throughout their lifecycle in ServiceNow, ensuring compliance with established SLAs.
Perform advanced diagnostic analysis, resolve complex issues, and collaborate with internal IT teams and external vendors as needed.
Escalate incidents to appropriate resolver groups when required.
System & Account Administration
Provision and maintain user accounts, distribution lists, and security groups within Active Directory.
Support configuration, deployment, and lifecycle management of workstations and mobile devices.
Push, install, and validate OS patches and third-party software updates; assist with regression testing during OS upgrades.
A/V and Conference Support
Provide technical support for conference rooms and large-scale, multi-location meetings.
Configure and troubleshoot video conferencing systems and A/V hardware.
Onboarding & Training
Conduct new-hire technical orientation and provide end-user training on supported tools and technologies.
Operations & Logistics
Fulfill equipment requests, capture asset information, and maintain accurate documentation.
Support office moves and equipment relocations.
While rare, and when available, participate in shift rotations to maintain 24x7 production support coverage.
Perform occasional light travel as required.
Skills & Competencies
Strong technical acumen with current knowledge of modern hardware and software technologies
Proficient in Windows OS, macOS, Office 365, Exchange/Outlook, and Active Directory
Experienced with remote diagnostic tools and software distribution systems
Excellent communication, customer service, and problem-solving skills
Ability to prioritize, work under pressure, and meet deadlines with minimal supervision
Strong organizational and interpersonal skills
Flexible and adaptable to changing business needs
Physical Requirements
Regularly required to speak, hear, and sit for extended periods
Ability to lift and move up to 50 pounds
Requires close, distance, and adjustable vision capabilities
Work Environment
Standard office environment with moderate noise levels
Reasonable accommodations provided as required
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
SHIFT - Sunday-Thursday 6am-3pm
location: New York, New York job type: Solutions salary: $30 - 32 per hour work hours: 6am to 3pm education: Bachelors
responsibilities: Position Summary
The IT Service Desk Analyst provides advanced technical support and exceptional customer service to users across the organization. Operating with minimal supervision, this role is responsible for diagnosing and resolving complex hardware, software, and networking issues across PC, Mac, and mobile platforms. The Analyst serves as a primary support point for all end-user technology needs, ensuring a reliable and high-quality IT experience.
Reports To
Manager, Service Delivery
Education & Experience
Preferred:
Bachelor's degree in Information Technology, Computer Science, or related field Required:
Minimum 2 years of IT support experience in a mid- to large-scale enterprise environment Demonstrated proficiency supporting Windows, macOS, and mobile operating systems Strong understanding of hardware, software, and network troubleshooting Key Responsibilities
End-User Support
Deliver high-quality Service Desk and deskside support to users at all levels of the organization. Serve as the single point of resolution for issues involving desktops, laptops, tablets, mobile devices, printers, wireless networks, and A/V systems. Provide white-glove support to executives and VIP users. Incident & Request Management
Manage incidents and service requests throughout their lifecycle in ServiceNow, ensuring compliance with established SLAs. Perform advanced diagnostic analysis, resolve complex issues, and collaborate with internal IT teams and external vendors as needed. Escalate incidents to appropriate resolver groups when required. System & Account Administration
Provision and maintain user accounts, distribution lists, and security groups within Active Directory. Support configuration, deployment, and lifecycle management of workstations and mobile devices. Push, install, and validate OS patches and third-party software updates; assist with regression testing during OS upgrades. A/V and Conference Support
Provide technical support for conference rooms and large-scale, multi-location meetings. Configure and troubleshoot video conferencing systems and A/V hardware. Onboarding & Training
Conduct new-hire technical orientation and provide end-user training on supported tools and technologies. Operations & Logistics
Fulfill equipment requests, capture asset information, and maintain accurate documentation. Support office moves and equipment relocations. While rare, and when available, participate in shift rotations to maintain 24x7 production support coverage. Perform occasional light travel as required. Skills & Competencies
Strong technical acumen with current knowledge of modern hardware and software technologies Proficient in Windows OS, macOS, Office 365, Exchange/Outlook, and Active Directory Experienced with remote diagnostic tools and software distribution systems Excellent communication, customer service, and problem-solving skills Ability to prioritize, work under pressure, and meet deadlines with minimal supervision Strong organizational and interpersonal skills Flexible and adaptable to changing business needs Physical Requirements
Regularly required to speak, hear, and sit for extended periods Ability to lift and move up to 50 pounds Requires close, distance, and adjustable vision capabilities Work Environment
Standard office environment with moderate noise levels Reasonable accommodations provided as required
qualifications: Education & Experience
Preferred: Bachelor's degree in Information Technology, Computer Science, or related field
Required: Minimum 2 years of IT support experience in a mid- to large-scale enterprise environment
Demonstrated proficiency supporting Windows, macOS, and mobile operating systems
Strong understanding of hardware, software, and network troubleshooting
Key Responsibilities
End-User Support
Deliver high-quality Service Desk and deskside support to users at all levels of the organization.
Serve as the single point of resolution for issues involving desktops, laptops, tablets, mobile devices, printers, wireless networks, and A/V systems.
Provide white-glove support to executives and VIP users.
Incident & Request Management
Manage incidents and service requests throughout their lifecycle in ServiceNow, ensuring compliance with established SLAs.
Perform advanced diagnostic analysis, resolve complex issues, and collaborate with internal IT teams and external vendors as needed.
Escalate incidents to appropriate resolver groups when required.
System & Account Administration
Provision and maintain user accounts, distribution lists, and security groups within Active Directory.
Support configuration, deployment, and lifecycle management of workstations and mobile devices.
Push, install, and validate OS patches and third-party software updates; assist with regression testing during OS upgrades.
A/V and Conference Support
Provide technical support for conference rooms and large-scale, multi-location meetings.
Configure and troubleshoot video conferencing systems and A/V hardware.
Onboarding & Training
Conduct new-hire technical orientation and provide end-user training on supported tools and technologies.
Operations & Logistics
Fulfill equipment requests, capture asset information, and maintain accurate documentation.
Support office moves and equipment relocations.
While rare, and when available, participate in shift rotations to maintain 24x7 production support coverage.
Perform occasional light travel as required.
Skills & Competencies
Strong technical acumen with current knowledge of modern hardware and software technologies
Proficient in Windows OS, macOS, Office 365, Exchange/Outlook, and Active Directory
Experienced with remote diagnostic tools and software distribution systems
Excellent communication, customer service, and problem-solving skills
Ability to prioritize, work under pressure, and meet deadlines with minimal supervision
Strong organizational and interpersonal skills
Flexible and adaptable to changing business needs
Physical Requirements
Regularly required to speak, hear, and sit for extended periods
Ability to lift and move up to 50 pounds
Requires close, distance, and adjustable vision capabilities
Work Environment
Standard office environment with moderate noise levels
Reasonable accommodations provided as required
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.