Help Desk Analyst

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

Benefits offered by this job

Medical coverage

Retirement Savings

Job summary

Star Group L.P. is seeking a Help Desk Analyst to provide second-tier support for over 2000 users across multiple sites in a Citrix environment, mobile devices, and PCs. Strong problem-solving and communication skills are essential for delivering excellent user service and supporting enterprise applications.

Primary coverage is first shift with rotating off-hours and weekend support. Candidates should be prepared for peak periods and travel up to 10% to Star Group sites.

Qualifications

• Demonstrates character, integrity and ethical values.
• Working knowledge of Microsoft Office, Outlook, Word, Excel, Access, System monitoring tools, SolarWinds, licensing, IT audits.
• Understands Sarbanes-Oxley and internal control; seeks education on new policies or processes.
• Willingness to travel to Star Group sites; approximately 10%.
• High School Diploma with IT certificate or related experience with three+ years customer service experience in a technical environment.
• 2 years of college preferred or technical program with three years of work experience.
• Excellent written and verbal skills.

Responsibilities

• Answers, evaluates, and prioritizes incoming requests for assistance.
• Collaborates with users, technology team and vendors to resolve issues.
• Aim for first call resolution and assist with root-cause analysis.
• Process access requests, user profiles, change requests and incident tickets.
• Analyze and resolve LAN/WAN, PC, mobile devices, printers, and related problems.
• Assist with training room setups and inventories.

Skills

Customer service

Communication

Problem solving

Listening

Ethics

Teamwork

Adaptability

Education

High School Diploma with IT certificate

2 years of college or technical program

Tools

Microsoft Office

Outlook

Word

Excel

Access

System monitoring 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, upscale 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.