Helpdesk Analyst (Tier 2)

Hybrid with Travel 

Position Based in New York, NY 

 The Helpdesk Analyst (Tier 2) reports to the CEO and Founder. The Helpdesk Analyst will be responsible as the main on-site point of contact for the New York City market. They will troubleshoot complex issues, ensure system maintenance, provide user training and support, create documentation, participate in research and development all while ensuring quality control and providing exemplary customer service to RenTec clients. The Helpdesk Analyst must have a broad knowledge of computer hardware and software systems. They must be a self-driven, proactive, resourceful individual who thinks creatively with limited resources. Having a willingness to be a team player, the ability to engage all levels of users and provide outstanding technical support, capacity to take responsibility and ownership of their scope of work, and the knowledge to offer solutions is vital.   

• Provide technical support for hardware and software related issues, providing general help desk support as needed. 
• Troubleshoot complex issues:  
  • Resolve escalated technical problems involving hardware, software, and network issues that Tier 1 support cannot handle.  
  • Repair and recover from hardware and/or software failures. 
• System maintenance:  
  • Perform system updates, test existing equipment, and ensure systems and applications are functioning correctly.  
  • Maintain, monitor and proactively resolve network, system and security related issues. 
  • Manage, maintain, and verify local system and various vendors backup profiles. 
• User training and support:  
  • Train users on new hardware and software and provide ongoing assistance.  
• Documentation:  
  • Maintain documentation of all processes, equipment, inventory, licenses, and related materials. 
  • Create and maintain documentation for solutions and processes to prevent future problems.  
• Escalation point:  
  • Serve as a point of contact for Tier 1 technicians, providing guidance on complex tickets.  
• Quality assurance:  
  • Assist with quality control and manage inventory. 
  • Audit and make recommendations for upgrades and improvements to systems and processes. 
• Research and Development:  
  • Work with internal stakeholders and outside third-party vendors. 
  • Track projects and regularly communicate project status.  
  • Participate in research of infrastructure. 
• Customer Service:  
  • Main point of contact for end-user support in NYC market.  
  • Conduct on-site calls/visits with clients in NYC 
  • Perform 24x7 support as needed 
    • On Call, evening and weekend hours required.  
• Assist in other IT related activities as directed.  
  • Windows Server 2008 – 20XX R2 (Hyper-V), 2016, 2019 
  • Active Directory (Domains, Trusts, Users, Policies) 
  • Group Policy 
  • Print Services 
  • Windows 7/8/8.1/10/11 Pro 
  • Office 365 

MINIMUM QUALIFICATIONS:  

•  3-5 years of experience in helpdesk or IT support roles 
• Experience managing Windows Servers within an Active Directory environment. 
• Experience managing 365  
• Experience supporting Windows desktop systems. 
• Working knowledge of Mac OSX.  
• Available to be on-call to work nights, weekends and holidays, if required. 
• Bachelor’s Degree, Certificates or equivalent work experience 
• Travel, outside of regular commuting to job sites, up to 10-15% 
• Night and Weekend work. Standard schedule is Tuesday through Saturday 12pm-8pm.  
• On-call shifts required 
• Must be located in commutable distance to New York City, NY, United States 

PHYSICAL REQUIREMENTS: Ability to lift 50lbs. 

Salary is $25-$29/hour, plus benefits. Our benefits package includes retirement plans with potential for match, paid time off, and healthcare stipends.  

RenTecSolutions is a MSP and Consulting company for small to mid-size arts organizations and business. Its mission is to connect non-profit organizations and small to mid-size businesses with larger IT resources under reasonable terms and at affordable prices. Through our relationships with companies like Comcast, Bitdefender, Trustify and more, we provide solutions that meet our clients' operational and fiscal needs. We pride ourselves on a culture that is family first and our team, clients and partners are a part of that family. We treat all our team's, partner's, and client's goals as our own. Their highs are our highs, and their lows are our lows. Together we thrive.    

At RenTecSolutions, we are committed to building a diverse and inclusive workplace. If you’re excited by this role and the job description aligns with you and the work you are passionate about doing, please apply to the position. We encourage all applicants who are committed to contributing to an equitable and inclusive work environment to submit an application for a role with us without feeling like they need to meet every single qualification of the position, specifically people from traditionally excluded/marginalized groups. You might be the right candidate for this role, or for others that we’re adding to our team.

Our commitment to creating a diverse and equitable workplace

Equal employment opportunity and a commitment to a diverse staff are fundamental principles at RenTecSolutions, where employment opportunities are based upon individual capabilities and qualifications without regard to race, color, religion, gender identity, sexual orientation, age, national origin, citizenship, disability, veteran status or any other protected characteristic as established under law.