IT Help Desk Analyst

The Fort Miller Group, located in Greenwich, NY, is seeking an organized, dedicated, and customer-service oriented IT Help Desk Analyst to join our Information Technology team. This position will serve as a key point of contact for associates experiencing computer hardware, software, network, telephone and printer or scanner issues. The successful candidate will combine strong troubleshooting skills with clear communication, timely follow-through, and a willingness to learn and support a broad range of business technologies across our group of companies.

Excellent benefits are provided, including:

• Employee Stock Ownership Plan (ESOP) AND 401(k) with company match.
• Paid time off, including vacation, paid sick leave and holidays.
• Tuition reimbursement plan that pays 100% of continuing education expenses.
• Comprehensive medical, dental and vision insurance with an employer-funded HSA.
• Fully paid life insurance and disability protection plans.

Responsibilities of our IT Help Desk Analyst:

• Receive, prioritize, and respond to help desk tickets, phone calls, and emails involving computer hardware and software, network connectivity, telephones, and printers or scanners.
• Troubleshoot and resolve common user and system issues; escalate complex or infrastructure-related matters to other IT team members as appropriate.
• Document issues, troubleshooting activities, and resolutions accurately and promptly in the ticketing system.
• Set up and deploy personal computers, phones, software, network access, and related equipment for new and existing employees.
• Support Microsoft 365 and other business applications throughout the organization.
• Assist IT team members with network repairs, system upgrades, equipment replacements, technology projects, and support at remote company locations.
• Perform other IT support responsibilities consistent with the position.

Qualifications of our IT Help Desk Analyst:

• Associate degree in Information Systems, Information Technology, or a related field, or an IT help desk support certificate; comparable education and experience will be considered.
• Two or more years of experience providing help desk or end-user technology support is preferred.
• Knowledge of commonly used computer hardware, software, operating systems, networks, and Microsoft 365 applications.
• Excellent troubleshooting and problem-solving skills, with the ability to recognize when an issue should be escalated.
• Strong organizational skills and the ability to manage multiple tasks, document work thoroughly, and meet deadlines.
• Customer-service orientation with a clear, proactive communication style.
• Ability to perform moderate physical work associated with equipment setup and occasionally travel to company locations within driving distance of the main campus.