Client HelpDesk Analyst

Job Description

Job Description

Position Summary

We are seeking a Client Helpdesk Analyst to provide frontline IT support. this position is a 100% on-site role at our client location in Goshen, NY. In this position, you will be responsible for managing helpdesk inquiries, resolving technical issues, and delivering exceptional customer service to end users. The ideal candidate is a motivated, solutions-focused IT professional with strong troubleshooting abilities and excellent communication skills.

Key Responsibilities

• Serve as the primary helpdesk point of contact for all IT-related issues and service requests.
• Provide technical support to end users via phone, email, and in-person at the client site.
• Perform initial triage, diagnose issues, and resolve tickets within established SLAs.
• Create, update, and maintain knowledge base articles and troubleshooting documentation.
• Escalate unresolved incidents to 2nd Level Support or appropriate technical teams.
• Act as a liaison during major incidents, ensuring timely communication and coordination.
• Follow established troubleshooting and escalation procedures to ensure consistent service delivery.
• Document all support activities accurately in the ticketing system.
• Travel to additional government or client facilities within Orange County, NY, as needed.
• Perform additional related tasks and support projects as assigned.

Qualifications

• Minimum 2 years of experience in a Helpdesk, Technical Support, or NOC environment.
• At least 1 year of experience using IT ticketing systems (ServiceNow, Jira, Zendesk, ManageEngine, etc.).
• Basic networking knowledge or experience with network troubleshooting preferred.
• Familiarity with Windows, Microsoft 365, hardware configuration, and software installation.
• High school diploma or equivalent required; associate or bachelor’s degree in IT or related field preferred.
• Industry certifications (CompTIA A+, Network+, Microsoft certifications) are a plus.

Core Skills

• Excellent customer service and strong verbal and written communication skills.
• Solid troubleshooting abilities across hardware, software, and networking fundamentals.
• Understanding of IT infrastructure, user account administration, and support workflows.
• Highly organized with strong attention to detail; able to manage multiple tasks and priorities.
• Self-motivated, proactive, and able to work independently or as part of a team.
• Adaptable and committed to continuous learning and professional development.

Work Environment

This position is designated as 100% on‑site. Depending on location and business needs, work may occur in a traditional office environment, a hybrid arrangement, or a fully remote setting.

Disclaimer

This job description outlines the general nature and responsibilities of the role and may be modified at any time to meet evolving business needs. Additional duties may be assigned as required.

CherryRoad is an Equal Opportunity Employer. We consider all qualified applicants without regard to legally protected characteristics, including disability and protected veteran status.