Help Desk Analyst

Star Group LP; Town of Oyster Bay (NY); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Medical coverage (F/T)

Retirement Savings

Job summary

Star Group L.P. is seeking a Help Desk Analyst to provide second‑tier technical support for a 2000+ user community across multiple sites in a Citrix environment.

You will troubleshoot hardware, software, mobile devices, Jabber, VoIP, and networking issues while delivering strong customer service. You will manage access requests, document incidents, perform trend analysis, and assist with training room setup.

Qualifications

• Demonstrates integrity and ethical values.
• Adheres to company policies and procedures.
• Experience with Microsoft Office suite (Outlook, Word, Excel, Access) and system monitoring tools.
• Familiarity with Sarbanes‑Oxley compliance and internal controls.
• Willingness to travel to Star Group sites (~10%).
• Minimum three years in a customer service/technical environment; related experience preferred.

Responsibilities

• Handle second tier support for hardware, software, mobile devices, Jabber, VoIP, networking and other tech issues.
• Collaborate with users, tech teams and vendors to gather insights and resolve problems.
• Aim for first-call resolution and perform root-cause analysis when needed.
• Process access requests, user profiles, change requests and incident tickets per SOX & PCI policies.
• Conduct log, profile, equipment and software audits; assist with training room setups.
• Coordinate with telco carriers on data/voice circuit issues and follow up until resolution.
• Perform trend analysis to prevent recurring issues and close tickets with user verification.
• Test with business applications and contribute to implementation efforts.
• Manage mobile accounts and hardware procurement/inventory.

Skills

Customer service

Communication skills

Problem solving

Microsoft Office

IT support

Jabber

VoIP

Networking

Education

High School Diploma with IT certificate

2 years of college or technical program

Tools

SolarWinds

Job description

As a Help Desk Analyst you will provide second tier technical support to the Star Group L.P. data network user community consisting of over 2000 users at multiple sites in a Citrix environment, Mobile devices, PC and laptops. You must be able to support enterprise applications. In addition to assisting users you need excellent problem solving and listening skills, and excellent communication skills to support the Star Group team members. Primary coverage is first shift with off hours and weekend support on a rotating, scheduled basis. During peak and seasonal periods, additional coverage is needed and team members are expected to be flexible.

Duties and Responsibilities:

• Processes requests from the SGP user community: Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in‑person requests for assistance from users experience problems with hardware, software, Mobile devices, Jabber, VoIP, networking and other computer related technologies.
• Be proactive in resolving issues by working with users, technology team and/or vendors. Partner with the users, technology team and vendors to gather important insights to the issue, report, elevate and resolve problems.
• Focuses on customer centricity by achieving first call resolution and assist with root cause analysis
• Processes all access requests, user profiles application requests, change request and associated incident tickets and tracking in a timely manner in accordance with SOX & PCI adherence, follow company guidelines, policies and procedures. Tickets are completed in priority order.
• Analyzes and resolves PC, Windows Terminal, Mobile devices, printer, fax, cabling, miscellaneous systems and Local Area Network (LAN) and WAN problems. Engage technical support members as needed.
• Performs log, profiles, equipment and software audits as required; performs equipment and software inventories as required. Support technology set up for training rooms and conference rooms for classes, meetings, and presentations.
• Works with telco carriers calling in data circuit or voice circuit issues. Follows up with carriers as to status of problems until resolved, verifying results with the locations. Works with users on resolving first tier issues with wireless devices, such as iPhones, Androids, iPads, Handheld devices, tablets, etc.
• Performs problem trend analysis, so that the team can work proactively to resolve issues before they become chronic or repeater problems. Closes out tickets and notifies users of completion. Confirm with the user that a successful resolution was achieved.
• Performs testing with all user related projects such as Multiview, ERP/Energy, LMS, HRIS, Mobile & Web Apps, and other internal applications. Documents results and works as part of implementation team.
• Mobile device account management and managing an enterprise mobile account with over 3000 lines
• Procurement and fulfillment of hardware requests, purchasing and inventory control.

Requirements :

• Demonstrates character, integrity and ethical values.
• Adheres to the policies regarding acceptable behavior
• Must have working knowledge or familiarity with Microsoft Office, Outlook, Word, Excel, Access, System monitoring tools, Solar Winds, licensing, IT audits, etc.
• Understands the impact and importance of Sarbanes‑Oxley and internal control; develops appropriate skills for compliance; seeks education on new policies or processes; participates in training awareness programs.
• Availability to travel to Star Group sites; approximately 10%.
• High School Diploma with a certificate from a 6 to 12 month Information Technology program or related experience with three (3) plus years customer service experience and preferably in a technical environment
• 2 years of college preferred or technical program with combination of three years of work experience
• Excellent written and verbal skills

As a Help Desk Analyst, you will be part of an evolving organization that built its reputation on providing our customers with the best possible service. Our employees are, of course, one of the main keys to our continued success and so, we are committed to your professional development. As we continue to grow, you may find opportunities for advancement to roles of greater responsibility with us.

Your hard work and professional dedication will be rewarded with a competitive compensation and benefits package, including:

• Medical coverage (F/T staff)
• Retirement Savings

Posting Location

Woodbury, NY

Position Type

Full Time - Regular

Pay Range

The estimated pay range for this job. Disclosing pay information promotes competitive and equitable pay.
The actual pay rate will depend on the person's qualifications and experience. $28.00 - $32.00

Pay Transparency

In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.

This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, or on any other basis prohibited by law. Information on race, gender and national origin will only be used for statistical and recordkeeping purposes, and will not be used in making any employment decisions. All information provided will be kept separate from your expression of interest. Providing this information is strictly voluntary, and you will not be subjected to any adverse action or treatment if you choose not to provide this information. If you do not choose to answer these questions, we ask that you select "Decline to Identify" for each question. Thank you for your voluntary cooperation.