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Helpdesk Analyst Jobs

Company

Material
Address , New York, 10016
Employment type FULL_TIME
Salary $22 - $28 an hour
Expires 2023-09-10
Posted at 9 months ago
Job Description
About Us
We turn customer challenges into growth opportunities.
Material is a global strategy partner to the world’s most recognizable brands and innovative companies. Our people around the globe thrive by helping organizations design and deliver rewarding customer experiences.
We use deep human insights, design innovation and data to create experiences powered by modern technology. Our approaches speed engagement and growth for the companies we work with and transform relationships between businesses and the people they serve.
About the Analyst - Help Desk role
As an Analyst - Help Desk, you will be the first point of contact for our team members seeking technical assistance. You will be responsible for addressing a wide range of software, hardware, and network issues, ensuring that our employees have the tools and resources necessary to excel in their roles. Reporting to the Help Desk Manager, you will play a vital role in maintaining high levels of customer satisfaction and helping Material IT achieve its mission of People First.
As an Analyst - Help Desk, you will
  • Provide support for a range of applications, including office productivity suites, collaboration tools, and industry-specific software
  • Troubleshoot and resolve software, and network issues for employees, including desktops, laptops, mobile devices, printers, and other peripherals
  • Conduct periodic user training sessions on new tools, software updates, and best practices to optimize technology usage
  • Perform other duties as assigned by the Help Desk Manager, demonstrating flexibility and adaptability in a dynamic work environment
  • Respond promptly to support requests via email, and ticketing system, ensuring clear communication and timely resolution
  • Contribute to the development and maintenance of the Self-Service Knowledge Base, creating and updating articles to empower users with self-help resources
  • Collaborate with team members to identify trends and recurring issues, suggesting solutions for continuous improvement and proactive problem resolution
  • Assist in the setup, configuration, and maintenance of new employee workstations, devices, and software, ensuring a smooth onboarding experience
  • Support IT security initiatives by adhering to policies, reporting incidents, and educating users on best practices
  • Assist with IT asset management, including tracking, inventory, and disposal of hardware and software
  • Provide support for remote employees, including VPN setup and troubleshooting
  • Document and track support incidents in the ticketing system, maintaining accurate records for future reference and reporting
  • Coordinate with other IT teams, such as network administration and system administration, when required for issue resolution
  • Perform routine maintenance tasks, such as software updates, patches, and hardware health checks
  • Participate in regular team meetings and training sessions to stay up-to-date on the latest technologies, tools, and best practices
  • Escalate complex issues to higher-level support as needed, ensuring effective communication and seamless handover
  • Maintain a high level of customer satisfaction by providing timely, accurate, and empathetic support
About you
  • Strong interpersonal skills with a customer-first mindset
  • Willingness to learn and stay current with industry trends and best practices
  • Ability to work independently and as part of a team
  • Comfortable working in a fast-paced, dynamic environment
  • Demonstrable experience in solving complex technical issues, working with US teams, and supporting customer success.
  • Capable of working under limited supervision and willing to assist more junior coworkers
  • A positive attitude and commitment to delivering an exceptional customer experience
  • Detail-oriented and organized, with strong time management skills
  • Ability to communicate effectively in English, both verbally and in writing
  • Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently
  • You have a high school, vocational or associate degree, or 4-5 years of relevant experience
Pay Range: $22-28
The range shown represents a grouping of relevant ranges currently in use at Material. Actual range for this position may differ, depending on location and specific skillset required for the work itself.
We offer
  • Competitive benefits package, including medical, dental, vision, 401k matching, paid time off, paid parking, casual dress, company-wide and team events
  • Performance-based culture and endless opportunities for growth
  • Centrally located offices in energizing cities around the country along with hybrid and remote work options
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. California-resident applicants should also refer to our
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.

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