Helpdesk Support Analyst

The Corporate Advisory Services group helps operating companies and strategic investors identify, assess, and forecast political risks when entering into or expanding within international markets. Eurasia Group’s integrated research platform can be customized for each client depending on its specific business model, risk tolerance, and industry sector. JOB SUMMARY: This position fields all Help Desk calls and service tickets from users and creates the initial record of the request; resolves all level one end-user problems over the phone and in person. Passes all Level Two requests on to a Network administrator; and contacts third-party vendors for warranty service repair.

JOB SPECIFICATIONS: Additional Responsibilities include but are not limited to: Configures and deploys desktop hardware and software including but not limited to laptops, printers, handheld devices. Resolution of first level IT service requests over phone and through trouble tickets. Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements. Troubleshoots, researches, and resolves Windows and Mac computer issues in a fast-paced environment.

Provides support to end users on a variety of issues. Maintains Helpdesk inventory of peripherals. Responds to telephone calls, email, ticketing system or personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.

Works well as part of a team on technical projects. Other duties as assigned. QUALIFICATIONS: High school diploma or equivalent. Certification requirement may be waived with verifiable on-the-job training and experience It is an essential part of the job that the employer can ask the employee to work beyond his/her regularly scheduled hours.

High school diploma (or equivalent experience). 1-3 years’ experience troubleshooting all recent Mac, Windows operating systems including common office application environments. Exceptional analytical and troubleshooting abilities. Proficient with supporting all mobile platforms (Blackberry/Android/iOS).

Ability to work with minimal supervision and effectively prioritize workload. General knowledge of IP networking and routing protocols. Active Directory experience and familiarity with Exchange Server is a plus. Basic understanding of HTML or Web Design experience is a plus.

Candidate must possess excellent written and verbal communication skills. SPECIAL REQUIREMENTS: Must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing or walking.

HOURS: Full-time The Global Energy & Natural Resources group manages relationships with clients in the energy, utilities, mining, and agriculture sectors. We also originate and coordinate research in these areas, tailoring regional analysis into focused market intelligence, risk management, and strategic-planning support.