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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