Help Desk Analyst — Enterprise IT Support & First-Call

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

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.