Sr. Helpdesk Analyst

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture here: The Sprinklr Way.

Job Description
 

About the Role (what you’ll be doing) 

• Local support of the New York office on site 5 days a week

• Will be required to be flexible in terms of working hours to support onsite events 

• Global support of all Sprinklr users. 

• Tracking & documenting of all support activities 

• Supporting primarily macOS, Windows, AV and all common office software and applications such as Microsoft, Adobe and cloud SaaS products. 

• Perform laptop setup and inductions for users, hardware troubleshooting and repair. 

• General office IT such as conference room, telephone and Printer setups etc. 

• Implementation of applications and software upgrades, as well as performance troubleshooting and tuning for users. 

• Communicate and document troubleshooting techniques and best practices. 

• Perform endpoint management deployment and anti-virus security. 

• Work with IT Management to constantly monitor and improve delivery of IT systems and support. 

• Proactively understand, analyse and research new technical problems when needed. 

• Supporting high level events and proactively monitoring of meeting rooms 

• Support new hire onboarding by preparing and provisioning devices, creating user accounts, and guiding users through the IT setup process. 

• Assist with employee offboarding, ensuring secure return of assets and revocation of system access in coordination with HR and Security. 

• Collaborate with cross-regional IT teams to troubleshoot and resolve complex or escalated issues. 

• Maintain documentation for SOPs, knowledge base articles, and user guides to promote self-service and knowledge sharing. 

• Support VIP users and executives, ensuring high-priority response and proactive care during events or travel 

AV & Event Support Responsibilities 

• Setting up and managing AV equipment for executive meetings and high-profile events, ensuring smooth operations. 

• Configuring and troubleshooting displays, video, and audio connections, including mixers, computers, and peripherals. 
   

About You 

• 2-3 years experience within IT or B.S. degree 

• Self-motivation and the ability to work with minimum supervision 

• Excellent written and verbal communication skills and meticulous attention to detail.