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HelpDesk, Desktop Support - Windows, LAN, Shift Work

Job Title:

HelpDesk, Desktop Support - Windows, LAN, Shift Work


New York, NY


Information Technology


12 months

Job Description:

  1. 1.      Description:

Provide professional and efficient Levels I, II and III technical support to employees (customers) that are using our proprietary applications as well as other client-server applications.  Diagnose and resolve hardware and workstation configuration problems, routing calls to other support areas as necessary, alerting management where critical.


  1. 2.      Duties:

Duties of the incumbent include, but are not limited to:

  • Use of tools, procedures, and customer relation techniques established for the Helpdesk/Desktop Support team to support customers through telephone, remote access and/or in-person visits to the customer’s workstation.
  • Document all problems by providing a complete and accurate depiction of issues reported, and their resolutions, into our problem management system (Computer Associates Unicenter Service Desk.).
  • Troubleshoot, isolate, and research problems, recommending solutions and escalating to the Desktop Engineering group or application support teams when necessary.
  • Communicate known problems and fixes to team members and other technical groups, submitting knowledge solutions as needed, notifying management and end user communities where applicable.
  • Analyze production reports and identify end user trends, making recommendations to management on proactive course of action.
  • Distribute workstation images and individual software packages to end user computers via our software distribution facility (ManageSoft/SCCM).
  • Occasional moving of computer equipment for office moves and new or visiting employees.
  • Arranging for the procurement of replacement parts and or PCs from the appropriate hardware vendors.
  • Possible travel to offices outside of New York facilities.
  • Provide out of hours support via a firm on-call cell phone and remote access to our core network when the Helpdesk/Desktop Support and the OpsCenter is closed.
  • The analyst will also need to exercise good judgment when dealing with sensitive employee security information, as well as company documentation, in keeping with corporate data security and compliance requirements.
  • The analyst will be expected to evaluate data communicated by all areas, including end user communities, outside business entities, and IT, to establish business impact of a problem and decide the best course of action.  This will include validation of system-wide impact and notification to all user communities and management of the known condition and the course of action taken
  • Other duties as assigned.


  1. 3.      Supervision:

The incumbent reports to Corporate Helpdesk/Desktop Support Manager and has some flexibility in identifying and initiating activities to achieve the objectives of the position.  The incumbent is expected to be a “self-starter” who is able to create and carry out tasks assigned with a minimum of supervision.

Job Requirements:

  1. 1.      Qualifications and Experience:

The successful candidate will have:

  • Experience in a corporate support position in a technical environment with the ability to diagnose and troubleshoot system problems.
  • Knowledge of networking and the basics of LAN administration.
  • An understanding of local and wide area networking protocols.
  • Knowledge of, and ability to use, a corporate HelpDesk ticketing system.
  • Knowledge of Microsoft Operating Systems, specifically Windows NT, 2000, XP & 7
  • Excellent oral and written skills to interface with all user/technical communities within firm.
  • Understanding of financial business environments will increase the incumbent’s potential for success.
  • Possess good time management/organization skills necessary to assist in developing IT processes/procedures and to manage own work queue, perform escalations, and assist in team projects.


  1. 2.      Education:

At minimum, the incumbent must have a college degree in a technical field of study relevant to the position and demonstrate capability to operate in a highly technical environment.


Must have a Bachelors degree

Resume needs to be very polished and well written.  Comm skills are key.  Must have excellent written and verbal communications skills.

No more than 2-6 years of experience.

Extensive background check - credit,drug,criminal,education,employment

Prefer US cits or GC with very good comm skills.  US cits preferred.

  1. 1.      Rotating Shift Support:

If selected for the Rotating Shift Support team, the candidate may be required to work 8 hour shifts for 5 days/week after normal business hours (between 6PM and 8AM weekdays and/or Saturday, Sunday including holidays).  The assigned shift would be on a regular rotation through weekends and weekdays.

Will work each shift for 1 month, over 3 month period, then start the cycle over again.  Need to be open to working both day time and night shifts.

 Shifts are now on a monthly rotation rather than weekly


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