HELP USA is hiring a Help Desk Analyst to support customers as the first line of defense for technical questions and issue resolution. This onsite role in New York, NY focuses on triaging inbound requests, troubleshooting hardware, software, and network problems, and ensuring each interaction is documented for continuity and knowledge sharing.

You will handle inquiries coming through multiple support channels, listen carefully to identify the root cause, and guide customers through clear troubleshooting steps. When issues require additional expertise, you will escalate to senior technicians or other support teams while maintaining accurate records of every case.

What You’ll Do

Receive and triage customer inquiries via phone, email, chat, and ticketing systems.
Listen to customer concerns and accurately diagnose the nature of technical issues.
Troubleshoot and resolve hardware, software, and network problems using established procedures and best practices.
Provide clear, concise instructions that help customers complete troubleshooting steps.
Escalate complex issues to senior technicians or other support teams as needed.
Document customer interactions, resolution steps, and maintain accurate records for future reference.
Stay current on relevant technologies and software updates tied to company operations.
Participate in ongoing training and development to strengthen technical skills and knowledge.
Collaborate with other support teams and departments to support seamless customer service.
Maintain a positive, professional attitude with customers, including during challenging situations.

What You Bring

1 to 2 years of experience in a technical support role.
Strong understanding of computer hardware, software, and network principles.
Excellent problem-solving and analytical skills.
Effective communication and interpersonal skills, with the ability to explain technical concepts in non-technical terms.
Strong attention to detail, with the ability to work independently and as part of a team.
Proficiency using ticketing systems and related tools.
Excellent written and verbal communication skills.
Ability to work efficiently under pressure and manage multiple tasks simultaneously.
Customer-centric approach with a focus on exceptional service delivery.

Location

Central - 115 E 13th Street, New York, NY 10003

Compensation

$26 per hour. Actual compensation will not be less than the applicable minimum wage, prevailing wage, or exempt salary requirements under federal, state and local laws.

Benefits

Health insurance through Cigna, including dental and vision, with an option that covers the entire family with minimal employee contribution.
Generous Paid Time Off!
401(k) with Company contribution, even if the employee does not contribute.
And More!

About HELP USA

At HELP USA, the mission is to ensure that everyone has a place to call home. As one of the nation’s largest non-profit homeless services providers and low-income housing developers, HELP USA supports at-risk populations including families, individuals, veterans, survivors of domestic violence, people with physical and mental health challenges and disabilities, and seniors. With an annual operating budget approaching $150 million, 1,400 employees, and nearly 60 programs, HELP USA has helped more than 500,000 people facing homelessness and poverty build better lives.

EOE. A Drug-Free Workplace.

Help Desk Analyst