Business Development

Analyst - Helpdesk (IT)

Experience Level: Junior

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Key Responsibilities
* Responsible for maintaining, configuring, and upgrading computer systems. Performs complex computer repairs and coordinates vendor support for more critical repairs
* Work in concert with other members of the IT department to troubleshoot more complex technical problems
* Properly log incidents into the Helpdesk ticketing system and resolve them in a timely manner
* Provide support for custom in-house web applications
* Maintain an accurate inventory list of all IT equipment
* Create and update documentation for current and developed processes
* Assist in technical projects from planning to setup software/hardware products and other duties as assigned
* Build and maintain positive relationships with GLG Team Members and all internal departments to deliver a high level of service
* Customer service focus required, with strong communication skills and a positive attitude
* Participate in on-call and after-hours support schedules

Required Skills
* Excellent communications skills in English, both verbal and written are required
* In-depth knowledge and experience with troubleshooting of workstations, printers, and other client hardware; Microsoft Windows Operating Systems (Win10), Microsoft Office (O365) and MAC OS X.
* Solid understanding and experience with general TCP/IP connectivity issues in a LAN/WAN/VPN/Internet environment
* Experience at a geographically diverse mid-sized company working with remote offices and teams
* Able to demonstrate good time management and prioritization
* Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels, including provide user training or presentation
* Must work well in collaborative work environment
* Must be able to take direction remotely and adhere to standard operating procedures and policies
* Must be able to work under pressure and independently with minimal supervision
* Good self-disciplined, self-motivated, patient, good commitment, eager to learn, organized
* Problem solving, analytical, possess Can-Do attitude, have passion in technology

Experience
* 3 – 5 years IT Customer Service in helpdesk environment a must
* 3 – 5 years of broad desktop/laptop support experience
* Knowledge of ITIL, Agile and Lean IT would be advantage
* 2 – 3 years of SharePoint administration experience is a bonus

 

About GLG / Gerson Lehrman Group

GLG is the world’s insight network. Our clients rely on GLG’s global team to connect with powerful insight across fields from our network of 900,000+ experts (and the hundreds of new experts we recruit every day).

We serve thousands of the world’s best businesses, from Fortune 500 corporations to leading technology companies to professional services firms and financial institutions. We connect our clients to the world’s largest and most varied source of first-hand expertise, including executives, scientists, academics, former public-sector leaders, and the foremost subject matter specialists.

GLG’s industry-leading compliance framework allows clients to learn in a structured, auditable, and transparent way, consistent with their own internal compliance obligations and the highest professional ethical standards. Our compliance standards are a major competitive differentiator and key component of the company’s culture.

To learn more, visit www.GLGinsights.com.

Gerson Lehrman Group, Inc. (“GLG”) is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, race, religion, color, marital status, disability, gender, national origin, sexual orientation, veteran status, or any classification protected by federal, state, or local law.

EEO Policy Statement

Gerson Lehrman Group, Inc. (“GLG”) is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, race, religion, color, marital status, disability, gender, national origin, sexual orientation, veteran status, or any classification protected by federal, state, or local law.