Helpdesk Analyst
Plus One, an Optum Company, New York, NY, United States
We are seeking a full‑time Help Desk Analyst to join our corporate Information Technology team in New York City. This full‑time position follows a hybrid schedule, with 2–3 days each week onsite at our New York City office.
Job Overview The Helpdesk Analyst will provide frontline technical support to end users across the organization. This role is critical in ensuring a high-quality user experience by resolving day-to-day IT issues, supporting core systems, and escalating more complex problems to the appropriate teams. You will be the first point of contact for IT support, helping employees stay productive while contributing to overall system stability and service excellence.
What you will do
Provide first‑level support for hardware, software, and access‑related issues
Respond to and resolve tickets through the IT service management system
Troubleshoot issues related to:
Windows devices and laptops
Email and collaboration tools (e.g., Outlook, M365)
VPN and remote access (e.g., AnyConnect, Citrix)
Printers and peripheral devices
Support user account management (Active Directory, password resets, access requests)
Assist with onboarding and offboarding processes, including provisioning accounts and equipment
Document incidents, resolutions, and knowledge base articles
Escalate complex issues to Systems or Security teams as needed
Maintain a high level of customer service and communication with end users
What we are looking for
Strong knowledge of security frameworks (NIST, PCI, or similar)
1–3 years of experience in IT support or helpdesk role
Strong troubleshooting skills across Windows and common business applications
Familiarity with:
Active Directory
Microsoft 365 / Outlook
VPN and remote access tools
Excellent communication and customer service skills
Ability to manage multiple tickets and prioritize effectively
Preferred but not required:
Experience with ticketing systems (e.g., KACE, ServiceNow, or similar)
Exposure to Citrix environments
Basic understanding of networking concepts
IT certifications (e.g., CompTIA A+, Network+)
About Us Plus One, part of the Optum Workplace Well‑being portfolio of services, provides fitness and well‑being services to clients across a broad range of industries, driving employee engagement in health and wellness programs. These services include fitness, nutrition, ergonomics, wellness coaching, and health promotion. Our team members believe that the most effective way to help people adopt a healthier lifestyle is through personal connections infused with hospitality, empathy and a lot of fun.
Perks of working at Plus One, an Optum company Health and financial
Medical plan choices with Health Reimbursement Account (HRA) and Health Savings Account (HSA) options
Dental and Vision coverage plans
401(k) Retirement & Savings Plan
Life Insurance (team member, spouse and dependents)
Short and Long Term Disability Plans
Accident & Critical Illness Insurance
Transportation and Parking Plans
Paid parental leave
Well‑being
Paid time off
Wellness rewards program
Free memberships to various fitness facilities and wellness subscriptions
24/7 health and wellness support through the Employee Assistance program
Entertainment and consumer discounts
Inclusion and Belonging Council
Growth and development
Free professional development courses through internal learning management systems
Discounted certifications through industry leading agencies
Free CPR/AED certifications
Free continuing education courses and credits
Employee Referral Reward program
Please note, some of the benefits listed above are only available to team members who work full time hours.
Equal Opportunity Statement Plus One, an Optum company, is committed to a policy of non‑discrimination and equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status, or any other characteristic protected by law.
Plus One is a drug‑free workplace. Candidates are required to pass a drug test before beginning employment.
For residents of California, Colorado, Connecticut, New York City, and Washington only: The hourly pay rate for this position ranges from $25–$30. Pay is based on several factors including, but not limited to, education, work experience, certifications, geographic differentials, and other business and organizational needs. In addition to the hourly rate, Plus One offers a comprehensive benefits package (all benefits are subject to eligibility requirements), which includes health insurance, life and disability benefits, 401(k) plan, and paid time off. Plus One, an Optum Company, adheres to all federal, state, and local minimum wage requirements.
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Job Overview The Helpdesk Analyst will provide frontline technical support to end users across the organization. This role is critical in ensuring a high-quality user experience by resolving day-to-day IT issues, supporting core systems, and escalating more complex problems to the appropriate teams. You will be the first point of contact for IT support, helping employees stay productive while contributing to overall system stability and service excellence.
What you will do
Provide first‑level support for hardware, software, and access‑related issues
Respond to and resolve tickets through the IT service management system
Troubleshoot issues related to:
Windows devices and laptops
Email and collaboration tools (e.g., Outlook, M365)
VPN and remote access (e.g., AnyConnect, Citrix)
Printers and peripheral devices
Support user account management (Active Directory, password resets, access requests)
Assist with onboarding and offboarding processes, including provisioning accounts and equipment
Document incidents, resolutions, and knowledge base articles
Escalate complex issues to Systems or Security teams as needed
Maintain a high level of customer service and communication with end users
What we are looking for
Strong knowledge of security frameworks (NIST, PCI, or similar)
1–3 years of experience in IT support or helpdesk role
Strong troubleshooting skills across Windows and common business applications
Familiarity with:
Active Directory
Microsoft 365 / Outlook
VPN and remote access tools
Excellent communication and customer service skills
Ability to manage multiple tickets and prioritize effectively
Preferred but not required:
Experience with ticketing systems (e.g., KACE, ServiceNow, or similar)
Exposure to Citrix environments
Basic understanding of networking concepts
IT certifications (e.g., CompTIA A+, Network+)
About Us Plus One, part of the Optum Workplace Well‑being portfolio of services, provides fitness and well‑being services to clients across a broad range of industries, driving employee engagement in health and wellness programs. These services include fitness, nutrition, ergonomics, wellness coaching, and health promotion. Our team members believe that the most effective way to help people adopt a healthier lifestyle is through personal connections infused with hospitality, empathy and a lot of fun.
Perks of working at Plus One, an Optum company Health and financial
Medical plan choices with Health Reimbursement Account (HRA) and Health Savings Account (HSA) options
Dental and Vision coverage plans
401(k) Retirement & Savings Plan
Life Insurance (team member, spouse and dependents)
Short and Long Term Disability Plans
Accident & Critical Illness Insurance
Transportation and Parking Plans
Paid parental leave
Well‑being
Paid time off
Wellness rewards program
Free memberships to various fitness facilities and wellness subscriptions
24/7 health and wellness support through the Employee Assistance program
Entertainment and consumer discounts
Inclusion and Belonging Council
Growth and development
Free professional development courses through internal learning management systems
Discounted certifications through industry leading agencies
Free CPR/AED certifications
Free continuing education courses and credits
Employee Referral Reward program
Please note, some of the benefits listed above are only available to team members who work full time hours.
Equal Opportunity Statement Plus One, an Optum company, is committed to a policy of non‑discrimination and equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status, or any other characteristic protected by law.
Plus One is a drug‑free workplace. Candidates are required to pass a drug test before beginning employment.
For residents of California, Colorado, Connecticut, New York City, and Washington only: The hourly pay rate for this position ranges from $25–$30. Pay is based on several factors including, but not limited to, education, work experience, certifications, geographic differentials, and other business and organizational needs. In addition to the hourly rate, Plus One offers a comprehensive benefits package (all benefits are subject to eligibility requirements), which includes health insurance, life and disability benefits, 401(k) plan, and paid time off. Plus One, an Optum Company, adheres to all federal, state, and local minimum wage requirements.
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