Help Desk Specialist

Insight Global is looking for a Help Desk Analysts to join one of their financial services clients in New York City. The individuals will be supporting the firm’s summer investment banking program in assuring: liaison to users, working to perform hands‑on support at the desktop level. The successful candidate will be experienced in installing and upgrading software, configuring systems and applications, and applying diagnostic utilities to aid in troubleshooting.

The position requires rapport‑building skills to elicit details from users and react accordingly to find solutions.

• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
• Document, maintain, upgrade, or replace hardware and software systems.
• Field incoming help requests from end users via telephone or ticketing system in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems. When appropriate, elevate problems to senior technicians.
• Record, track, and document all requests or incidents through a problem‑solving process, including successful and unsuccessful decisions made and actions taken, through to the final resolution.
• Access software updates, drivers, knowledge bases, and Wiki resources to aid in problem resolution.
• Test implemented fixes to ensure problems are adequately resolved.
• Perform post‑resolution follow‑ups to help requests.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform related duties consistent with the scope and intent of the position.

• 1‑3 years of IT help desk experience
• Basic knowledge of computer hardware, windows, or a range of IT diagnostic utilities
• Strong communication and professionality
• Ability to do some physical activity according to technology needs, for example reconnecting/disconnecting PCs, etc.