Service Desk Analyst II

Service Desk Analyst II Location New York Job Description About L.E.K. Consulting:  L.E.K. Consulting is one of the premier strategy consulting firms worldwide. At L.E.K., we are passionate about helping our clients succeed with breakthrough insights that drive real impact. Our clients view us as trusted partners that help address their most pressing challenges and biggest opportunities. We bring together the rigor of data-driven analysis with the creativity and curiosity of a collaborative team. By hiring exceptional people and fostering a culture of ownership, inclusion, and continuous learning, we develop leaders who thrive on challenge and bring energy and optimism to every engagement. Founded in 1983, L.E.K. employs more than 2,200 professionals across five continents, and is consistently recognized as one of the industry’s best firms to work for. For more information, visit lek.com. Overview of Service Desk Analyst II: Are you outgoing and consider yourself technically capable? Have you ever wanted to work for GeekSquad or the GeniusBar? Do you troubleshoot your parents’ IT issues? If this sounds like you, let’s talk! Our IT Department is seeking a talented and enthusiastic Service Desk Analyst II to join our dynamic team. As a Service Desk Analyst II, you will be responsible for providing technical support and troubleshooting assistance to end-users. This position will report directly to the Regional Service Desk Team Lead. The Service Desk Analyst II provides excellent customer service one on one, follows written instructions to resolve basic problems, is respected and works well with teammates, takes direction well, executes assigned project tasks on time, administrates user accounts, and executes basic scripts within their role. Responsibilities: Provide first-level technical support to end-users via phone, email, chat, and in-person, ensuring prompt resolution of their IT-related issues Setup, configure, and troubleshoot videoconferencing equipment, including in meeting support of technical aspects Diagnose and troubleshoot hardware and software problems, including desktops, laptops, printers, mobile devices, and other peripherals Assist with the installation, configuration, and maintenance of software applications and operating systems Respond to user inquiries and provide guidance on technology-related matters, such as password resets, account setups, and software usage Document all support interactions and resolutions in the ticketing system, ensuring accurate and detailed records Collaborate with senior analysts and IT teams to escalate and resolve complex issues Maintain and update knowledge base articles and user documentation for common technical problems and solutions Participate in team meetings and training sessions to enhance technical skills and stay up to date with the latest technology trends Assist with IT asset management, including inventory tracking, procurement, and equipment deployments Contribute to IT projects and initiatives as assigned, ensuring timely completion of tasks and adherence to project guidelines Qualifications: Solid understanding of computer hardware, operating systems (Windows), and productivity software (O365, Active Directory, SharePoint, VPN, and remote access clients) Knowledge of basic networking concepts, such as IP addressing, DNS, DHCP, and LAN/WAN Familiarity with mobile devices (iOS, Android) and mobile device management (MDM) solutions Strong problem-solving and analytical skills to diagnose and resolve technical issues efficiently Passion for continuous improvement; ability to document a problem thoroughly and create solutions to avoid the problem in the future Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users effectively Ability to work well under pressure, multitask, and prioritize workload in a fast-paced environment Proactive attitude towards learning and staying updated with emerging technologies and industry best practices Preferred Qualifications: Basic understanding of ITIL framework and incident management processes Coursework in computer science / programming either in high school or college Previous experience in a technical support role or help desk/service desk environment Bachelor’s degree For more information and to apply, go to https://www.lek.com/join-lek/apply/apply-now    L.E.K. Consulting is an Equal Opportunity Employer  In New York, the base salary is $40,000 - $45,000 (USD); placement within this range will vary based on experience and skill level. L.E.K. also offers a performance bonus, profit sharing and other benefits.   Applicants for this position must be legally authorized to work in the United States on a permanent basis without the need for employer sponsorship. Unfortunately, we are unable to consider candidates requiring sponsorship for visas, including but not limited to TN, H1-B, F-1, STEM OPT/CPT, or any other work authorization.

Salary : $40,000 - $45,000