Service Desk Analyst

Title: Service Desk Analyst

Location: White Plains NY 10601 (Hybrid)

Duration: 12 Months

Pay Rate: $25.00/Hour on W2

Summary:

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.

Roles & 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 Enterprise/departmental 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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