Job Title

Help Desk Support Analyst  Hybrid NYC JOB OVERVIEW: Think Consulting is actively seeking a Help Desk Support Analyst to join a leading nonprofit organization in New York City. The ideal candidate will be responsible for monitoring and answering the Service Desk phone, e-mail message queues, and automated triggered request queues. KEY RESPONSIBILITIES: Receive, prioritize, document, and actively resolve end user requests. Answer calls or e-mail contacts within the required service level time frame. Triage requests to ensure accurate transfers and escalation. Track open tickets and monitor ticket progress and close ticket items when problems are resolved. Follow escalation and paging procedures. Provide support and service to end users, seeking to resolve as many calls as possible at level 1. Provide support for issues related to password resets, MS Office, Windows, security access to printers, printer queues, and business applications. Identify problems for submission to problem management process. Create/delete users and reset passwords within Active Directory or a similar tool. REQUIRED QUALIFICATIONS: Proven experience in a help desk or IT support role. Proficiency in Active Directory for user management and password resets. Strong knowledge of MS Office and Windows operating systems. Experience with security access to printers, printer queues, and business applications. Excellent customer service and communication skills. Ability to prioritize and document end user requests effectively. PREFERRED QUALIFICATIONS: Experience in a nonprofit organization. Familiarity with problem management processes. Additional certifications in IT support or related fields. Equal Opportunity Employer, including disability and protected veteran status