• Job Description

  Req#: 25-00569
  Refer a friend: Referral fee program
  Career Developers Inc., a distinguished staffing and consulting firm, is proud to celebrate 30 years of service excellence. As a GSA Contract holder, we offer comprehensive staffing solutions for both commercial and government sectors nationwide. By selectively partnering with clients who share our values, we ensure productive collaborations that set us apart in the industry. Our dedication to candidates involves managing expectations with precision through business intelligence, thorough interview preparation, transparent communication, and exceptional feedback throughout the process.
  We are committed to advancing your career and look forward to supporting your professional growth.
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  Lead Helpdesk Analyst (ServiceNow Focused) – (FULL TIME)
  Location: Onsite – Park Avenue, Manhattan, NY (occasional travel to NJ)
  Rate: OPEN
  
  Must-Have Requirements:
  • 3+ years of hands-on ServiceNow experience, including ticket handling and ServiceNow reporting/dashboards.
  • Experience mentoring or leading other Helpdesk/Desktop Support staff is a must.
  • 4+ years of combined Level 1 and Level 2 Helpdesk/Desktop Support experience in a corporate environment.
  • Strong experience supporting Windows desktops/laptops, software installations, mobile devices, and remote users.
  • Excellent customer service skills and a friendly, professional demeanor.
  • Comfortable working on a rotating schedule to support early morning Board Meetings (7:30 AM start when scheduled).
  • Willingness to commute to the New Jersey office if needed.
  
  Key Responsibilities:
  • Deliver senior-level technical support to end users on a variety of hardware and software issues.
  • Serve as a subject matter expert (SME) for ServiceNow – creating reports, dashboards, and improving ticket workflow.
  • Troubleshoot and resolve incidents related to desktops, laptops, mobile devices, and applications.
  • Provide technical support and documentation for Windows OS, Office 365, Adobe Suite, Bloomberg, FedTrade, etc.
  • Create and maintain detailed documentation such as knowledge base articles, SOPs, and desktop procedures.
  • Assist in planning and executing inventory audits across NYC and NJ locations.
  • Collaborate cross-functionally with other IT teams and vendors as needed.
  • Participate in iOS updates, desktop security hardening, and patch management.
  • Monitor and improve system performance, escalating issues as appropriate.
  • Support junior team members and contribute to training, mentoring, and process improvement initiatives.
  
  Preferred Qualifications:
  • Bachelor's Degree in a related field preferred. Military or equivalent experience will be considered in lieu of formal education.
  • Prior experience working in a banking or financial services environment is a plus.
  • ITIL certification or equivalent experience in structured support environments is a plus.
  • Leadership potential or past experience supervising Helpdesk/Desktop Support teams will be considered a strong asset.
  
  Technical Skills:
  • Windows OS – Desktop administration and troubleshooting.
  • Strong working knowledge of ServiceNow, especially around ticket workflows and custom reporting.
  • Familiar with networking concepts and support in LAN/WAN environments.
  • Experience with client-server and web-based application support.
  • Security best practices for desktops, laptops, and mobile devices.
  
  Soft Skills:
  • Excellent oral and written communication skills.
  • Strong analytical and problem-solving abilities.
  • Self-motivated and able to manage multiple priorities independently.
  • Capable of adapting to shifting priorities in a dynamic environment.
  • Strong interpersonal skills and ability to lead or mentor others effectively.
  
  INDH
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• About the company

  Career Developers, a leading employment, staffing & recruiting agency specializing in Technology, Marketing, Human Resources, and Accounting.

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