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Helpdesk Support

  • Location: Clifton, NJ
  • Job Type: Direct Placement
  • Ref No: 20-02466
  • Date: May 20, 2020
  • Job title:

Karen Hopkins

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Job Description - Helpdesk Support

Helpdesk Analyst

Position Summary


Our client is looking for a highly responsible professional and technical worker accountable for providing maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for the administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, performing PC maintenance, upgrades, configurations, assisting with the integrated network and VMware Server Farm (vSphere & Horizon View) hardware.


(Not limited to the following):

Take ownership of user’s issues reported and see problems through to resolution

Research, diagnose, troubleshoot and identify solutions to resolve customer issues

Ensure proper recording and closure of all issues

Document knowledge in the form of knowledge base tech notes and articles

Monitor Service Desk for tickets assigned to the queue and process based on priority

Maintain inventory of all equipment, software and software licenses

Document internal procedures

Assist with onboarding of new users

Utilize and maintain the helpdesk tracking software

Report issues to the Service Desk for escalation

Assign users and computers to proper groups in Active Directory

Perform timely VDI and software upgrades as required

Proven record of managing time and priorities effectively

Identify and escalate situations requiring urgent attention

Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results

Inform management of recurring problems

Able to configure VPN and server/client-side hardware and software

Highly skilled in installing, and troubleshooting computer hardware, and applications.

Well-versed in installing windows, software, applications, antivirus, and patches.

Expert user of Microsoft Office Applications (Word, Excel, and PowerPoint)

Able to configure VPN and server/client-side hardware and software

Provide Application installation and troubleshooting of VMware suite of products, provisioning servers, desktop delivery control, and virtual desktop images/target devices.

Assisting with implementation of Desktop GPOs. Evaluates hardware and software, including peripheral, output, and related equipment. Participates in the development and implementation of VDI-related operational procedures and standards. Interfaces with vendors to ensure appropriate resolution during network outages or periods of reduced performance. Develops and implements testing strategies and document results under supervision.

Assisting with the administration and support of Desktops, Thin Clients, diagnoses and troubleshoots problems with PCs, software, communications devices, responds to End User requests for technical support and assistance within established procedures.

Provides support and assistance to Network & System Engineer(s). Assist in ensuring compliance with security policies and procedures. Responds to escalated requests for technical assistance.

Troubleshoot manage and resolve Help Desk tickets/issues related to technical support, hardware, software, and the network

Install, manage and maintain the Bank’s corporate mobile devices using Blackberry works



Bachelor’s degree from a four-year college preferred.

4 or more years of relevant experience.

Strong communication, interpersonal, and analytical skills.

Able to work in a fast paced changing environment.

Experienced in Windows 7/10 operating systems.

Ability to follow processes and escalate issues consistently.

Ability to multitask and strong problem resolution skills.

Printers experience and knowledge (Laser, Desktop, Network, etc.,)

Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, PowerPoint, etc.), the Internet browser, websites, and e-mail systems.

Ability and desire to provide excellent service to all internal users.

Bank protocols, policies, and procedures knowledge.

Familiarity with TCP/IP, IPSEC, Linux and networking concepts preferred.

Ability to remain calm and effective in high-pressure situations.

Able to work with minimal Supervision.

Desirable attributes:

Windows 2008 / 2012 administration experience

Exchange 2010 / 2013 administration experience

Networking including switching and routing

Experienced with VMWare View


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