Service Desk Analyst
Job Location:
Job Location:
Lewiston, ME - USA
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
2 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Job Title: Service Desk Analyst
Location: Lewiston NY 14092 - Hybrid
Duration: 12 Months Extensions
Pay Rate: $40/Hr on W2 without benefits.
Project Overview
The Service Desk Analyst will field incoming help desk requests from end users via both telephone and e-mail in a courteous/professional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs Iron Key Devices assist customers scheduling video conferences password resets software installations etc. during work and extended hours.
Job Functions & Responsibilities
Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteous/professional manner
Access the Footprints ticketing system to create or resolve tickets
Ability to RDP into a machine to fix an issue
Preform password resets
Resolve any VPN access issues
Perform hands-on fixes at the desktop level including installing and upgrading software and configuring systems and applications
Ability to resolve computer issues (connectivity performance) laptop issues (connectivity performance) and printer problems (local network)
Skills:
Minimum 4 years prior demonstrated experience
Remote phone support
Exceptional written and oral communication skills
Exceptional interpersonal skills with a focus on rapport-building listening and questioning skills
Ability to absorb and retain information quickly
Ability work independently with minimal supervision
Sitting for extended periods of time
General Troubleshooting skills with various hardware (Laptops iPads Tablets iPhones Desktops Printers)
The Service Desk Analyst will field incoming help desk requests from end users via both telephone and e-mail in a courteous/professional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs Iron Key Devices assist customers scheduling video conferences password resets software installations etc. during work and extended hours.
Job Functions & Responsibilities
Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteous/professional manner
Access the Footprints ticketing system to create or resolve tickets
Ability to RDP into a machine to fix an issue
Preform password resets
Resolve any VPN access issues
Perform hands-on fixes at the desktop level including installing and upgrading software and configuring systems and applications
Ability to resolve computer issues (connectivity performance) laptop issues (connectivity performance) and printer problems (local network)
Skills:
Minimum 4 years prior demonstrated experience
Remote phone support
Exceptional written and oral communication skills
Exceptional interpersonal skills with a focus on rapport-building listening and questioning skills
Ability to absorb and retain information quickly
Ability work independently with minimal supervision
Sitting for extended periods of time
General Troubleshooting skills with various hardware (Laptops iPads Tablets iPhones Desktops Printers)
Software application required to support
Windows 10
MS Office (versions 2016/O365)
MS Outlook (versions 2013/16/ O365)
Intune & Webmail
Cisco Jabber / Meeting Place
Active Directory / Active Roles / Quest Password Manager
SAP & Maximo password unlock / resets
Enterprisedepartmental applications specific to NYPA
Periodically support other IT Groups as needed
Education & Certifications
Associate degree in Information Systems; 4 year college degree is preferred
Windows 10
MS Office (versions 2016/O365)
MS Outlook (versions 2013/16/ O365)
Intune & Webmail
Cisco Jabber / Meeting Place
Active Directory / Active Roles / Quest Password Manager
SAP & Maximo password unlock / resets
Enterprisedepartmental applications specific to NYPA
Periodically support other IT Groups as needed
Education & Certifications
Associate degree in Information Systems; 4 year college degree is preferred
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