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Service Desk Analyst # 26-15260

US Tech Solutions, Inc.

Niagara, NY(remote)

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JOB DETAILS
SALARY
$29–$29 Per Hour
SKILLS
Analysis Skills, Apple iPad, Apple iPhone, Calendar Management, Cisco Network Systems, Cisco Unified MeetingPlace, Communication Skills, Conference Management, Customer Support/Service, Desktop PC, Help Desk, IBM Maximo Asset Management, Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Jabber, Laptop Hardware, Laptop PC, Microsoft Active Directory, Microsoft Office, Microsoft Outlook, Microsoft Remote Desktop Services (fka Terminal Services), Microsoft Windows Operating System, Network Support, Presentation/Verbal Skills, Printers, Problem Solving Skills, SAP, Software Installation, Software Upgrades, Systems Administration/Management, Technical Support, VPN (Virtual Private Network), Videoconferencing, Work From Home, Writing Skills
LOCATION
Niagara, NY
POSTED
10 days ago
Fully remote positions are prohibited. Hybrid schedules are permissible with a minimum of 3 days on-site depending on assignment and can be fully on-site depending on business needs. Remote work privileges can be revoked at any time.

Job Summary:
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) 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
  • Periodically support other IT Groups as needed

Education & Certifications
  • Associate degree in Information Systems; 4 year college degree is preferred.

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.



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About the Company

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US Tech Solutions, Inc.