It Help Desk Analyst

Lyra Technology Group is seeking an IT Help Desk Analyst for one of our operating companies, Cross the Divide. This individual will support Cross the Divide clients with all manner of IT Help Desk tickets, projects, maintenance, and troubleshooting.

About Lyra

Lyra Technology Group is a Private Equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in over 50 companies around the world. Our companies employ over 3,000 team members, each led by its own management team.

About Cross the Divide

Cross the Divide is a technology services company dedicated to bringing non-profit organizations the information technology tools they need to strengthen and support their programs. Their client list includes the American Lung Association, Grid Alternatives, Habitat For Humanity, National Center for Lesbian Rights and many other exciting non-profit organizations.

Your work as an IT Help Desk Analyst will includes several components:

Perform troubleshooting on client/server, networking, hardware/software, computer devices, and end-user applications

Update and resolve Help Desk tickets in a professional and timely manner

Escalate tickets as needed to appropriate team members

Educate users on applications and resolutions in a prompt and professional manner

Execute IT projects

Prioritize IT projects with Help Desk tickets and adjust workload as necessary

Maintain and improve internal documentation, workflows, guides, and processes

Maintain and improve external help center

Collaborate with team members to ensure high levels of customer support and satisfaction

Support with after-hours maintenance, projects, and migrations

Our ideal IT Help Desk Analyst has the following qualifications:

Advanced knowledge of Microsoft Windows including configuration, driver installation, and general troubleshooting

Advanced knowledge of Microsoft Office and Outlook

Basic knowledge of Microsoft Teams, PC hardware and repair, Active Directory, Windows file-sharing and permissions

Basic knowledge of networking in a Microsoft environment (TCP/IP, DHCP, etc.)

4+ years of experience in an IT technical support/customer service role

Strong level of client service experience

Ability to work with and communicate effectively with all levels of staff, clients and other IT personnel

Self-motivated, disciplined, and able to execute tasks and make independent decisions

If working and supporting clients in a Help Desk atmosphere sounds appealing to you, let's have a conversation.