Job Description

Location: Central - 115 E 13th Street, New York, NY 10003

What You’ll Do

Your role as Help Desk Analyst is crucial in resolving customer issues promptly and efficiently, ensuring their satisfaction. As a Help Desk Analyst, you will be the first line of defense for customer inquiries and play a vital role in identifying and resolving a wide range of technical issues.

Your responsibilities will include:

• Receive and triage customer inquiries through various channels, including phone, email, chat, and ticketing systems.
• Actively listen to customer concerns and accurately diagnose the nature of technical problems.
• Troubleshoot and resolve various hardware, software, and network issues using established procedures and best practices.
• Provide clear and concise instructions to customers to guide them through troubleshooting steps and solutions.
• Escalate complex issues to senior technicians or other support teams as needed.
• Document customer interactions and resolution steps for future reference and knowledge sharing.
• Maintain accurate records of customer inquiries, issues, and resolutions.
• Stay up-to-date on the latest technologies and software updates relevant to the company's operations.
• Participate in ongoing training and development opportunities to enhance your technical skills and knowledge.
• Collaborate effectively with other support teams and departments to ensure seamless customer service delivery.
• Maintain a positive and professional attitude while interacting with customers, even in challenging situations.

You’re a great fit for this role if you have:

• Minimum of 1-2 years of experience working in a technical support role.
• Strong understanding of computer hardware, software, and network principles.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal skills, with the ability to clearly explain technical concepts to customers in a non-technical way.
• Strong attention to detail and ability to work independently and as part of a team.
• Proficiency in using ticketing systems and other relevant tools.
• Excellent written and verbal communication skills.
• Ability to work efficiently under pressure and manage multiple tasks simultaneously.
• Customer-centric approach with a strong focus on delivering exceptional service.

Compensation

Actual compensation will not be less than the applicable minimum wage, prevailing wage, or exempt salary requirements under federal, state and local laws.

We Have GREAT BENEFITS!

• Health insurance through Cigna, including dental and vision, with an option that covers the entire family with minimal employee contribution.
• Generous Paid Time Off!
• 401(k) with Company contribution, even if the employee doesn't contribute.
• And More!

Who We Are

At HELP USA, we work to ensure that everyone has a place to call home. We’re one of the nation’s largest non-profit homeless services providers and low-income housing developers serving at-risk populations, including families, individuals, veterans, survivors of domestic violence, people with physical and mental health challenges and disabilities, and seniors. With an annual operating budget approaching $150 million and 1400 employees working in nearly 60 programs, we have helped over 500,000 people facing homelessness and poverty to build better lives. We hope that you will consider joining our team in the fight against homelessness.

EOE. A Drug-Free Workplace.