Help Desk Analyst

Headquartered in New York City, the company has grown since 1987 by acquiring regional IT providers. Across New York, the company runs 14 branch offices and a central depot for hardware staging and imaging.

Overview

Ambercrest IT is hiring a Help Desk Analyst to work remotely from the US. We want someone who stays calm with frustrated users and keeps good notes in the ticket. Remote position. Most of the team is in New York City, but nobody is required to come in.

What you'll do

• Write and update knowledge base articles for common problems
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Install and update approved software and remove anything unlicensed
• Keep ticket notes and time entries up to date

What you need

• 1-2 years of help desk or desktop support experience
• CompTIA A+ certification or equivalent hands-on experience
• High school diploma or GED required. Associate degree in IT preferred
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• Working knowledge of Windows 10/11 and basic macOS support
• Customer service skills and patience with non-technical users

Schedule: Weekdays, 7:00 AM to 3:30 PM

Starting pay: $56,000 to $68,000 per year, depending on experience and certifications.

What we offer

• $1,000 home office setup budget

EOE. We participate in E-Verify.

Most hires start within two to three weeks of an offer.

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Ambercrest IT.