Help Desk Analyst

About Trivvidraws

Trivvidraws is a fashion illustration studio headquartered in New York City and Los Angeles, specializing in live event illustrations and custom creative projects. The studio collaborates with brands, agencies, and event hosts to create both on-site and virtual illustration experiences aimed at increasing audience engagement. Known for blending artistic talent with professional client service, Trivvidraws supports high-profile fashion and lifestyle activations through dependable and seamless teamwork. As the company expands, it is enhancing its remote operations to efficiently handle its dynamic, event-focused work environment.

Role Summary

The remote, full-time Help Desk Analyst position involves offering technical and customer assistance to internal staff and event collaborators. Daily responsibilities include managing support requests received through email, chat, and ticketing platforms, diagnosing and resolving hardware and software challenges, and aiding with desktop computer setup and configuration. The analyst ensures the operational reliability of tools used during live events, such as communication systems and illustration software, quickly addressing connectivity or access issues. Duties also involve documenting resolutions, maintaining knowledge base content, and escalating complex problems to senior technical staff. Collaboration with operations and creative teams is essential to guarantee flawless technical performance before, throughout, and following events.

Qualifications

• Proficient in technical and help desk support, capable of troubleshooting common hardware and software problems.
• Strong customer service skills centered on clear communication, patience, and effective problem-solving.
• Experienced working with desktop computer systems, operating systems, and fundamental network connectivity.
• Excellent analytical abilities to investigate issues, discern patterns, and propose practical solutions.
• Familiarity with ticketing/help desk systems, remote access tools, and support for remote teams.
• Experience in creative, event, or agency environments is a plus, along with strong organizational skills and multitasking capabilities.
• Preferably holds an associate or bachelor's degree in Information Technology, Computer Science, or related disciplines, or possesses equivalent hands-on experience.