Analysis Skills, Cisco Network Systems, Communication Skills, Conference Management, Customer Support/Service, Desktop Administration, Desktop PC, Enterprise Applications, Help Desk, IBM Maximo Asset Management, Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Jabber, Laptop PC, Microsoft Active Directory, Microsoft Office, Microsoft Outlook, Microsoft Windows Operating System, Mobile Devices, Network Connectivity, Network Support, Presentation/Verbal Skills, Printers, Problem Solving Skills, SAP, Software Administration, Software Installation, Software Upgrades, Technical Support, Time Management, VPN (Virtual Private Network), Videoconferencing Software, Writing Skills
Duration 12 Months Contract
Job Summary:
- The Service Desk Analyst provides frontline technical support to end users by handling help desk requests through phone and email. This role is responsible for troubleshooting hardware, software, connectivity, and application issues while ensuring excellent customer service and timely issue resolution.
Key Responsibilities
- Respond to help desk requests and incidents via phone and email in a professional manner
- Create, update, and resolve tickets using the Footprints ticketing system
- Provide remote desktop support and troubleshoot end-user issues
- Perform password resets and resolve VPN connectivity issues
- Install, configure, and upgrade desktop software and applications
- Troubleshoot desktops, laptops, printers, and network connectivity problems
- Support RSA Key Fobs, Iron Key devices, video conference setup, and software installations
- Escalate unresolved issues to appropriate IT support teams
- Assist with support for enterprise and departmental applications
Required Skills
- 4+ years of Service Desk or IT Support experience
- Strong remote phone support and troubleshooting experience
- Excellent written, verbal, and interpersonal communication skills
- Ability to work independently with minimal supervision
- Experience supporting Windows 10 and Microsoft Office/O365
- Knowledge of MS Outlook, Intune, Webmail, and Cisco Jabber
- Experience with Active Directory, Active Roles, and Quest Password Manager
- Familiarity with SAP and Maximo password resets
- Strong troubleshooting skills for desktops, laptops, printers, tablets, and mobile devices
Education
- Associate degree in Information Systems required
- Bachelor’s degree preferred
Location: Hybrid (3 days onsite & 2 days remote - White Plains NY 10601)
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com .
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.