Help Desk Analyst III

Progressive Recruitment; City of Schenectady (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Progressive Recruitment is seeking a technical support specialist in Schenectady, NY. The role involves managing incident tickets using the Service Now tool, providing high-quality technical support, and ensuring excellent customer service.

Qualified candidates will have experience in active directory and a strong understanding of ITIL processes. Responsibilities also include analyzing incidents for improvement and providing onsite support once trained. This position emphasizes communication and collaboration skills.

Qualifications

• Experience with the Service Now tool for incident management.
• Knowledge of ITIL governance and control processes.
• Ability to identify trends in issues reported.

Responsibilities

• Provide high quality technical support to resolve incident tickets.
• Analyze and monitor all open FFHD incidents.
• Provide onsite support on business applications after training.

Skills

Excellent customer service and telephone communication skills

Experience in using active directory

Analytical skills

Strong focus on detail and documentation

Collaboration skills

Job description

Progressive Global Energy is a world-leading staffing company committed to connecting the right talent with the right opportunity in the diversified energy industry.

We support our clients and candidates’ needs by delivering safe and compliant manpower services quickly and effectively.

Job Description

Utilizing the Service Now tool to manage incident tickets to resolution.

• Provide high quality technical support to quickly resolve tickets
• Utilize tools and systems access to resolve field engineer user issues wherever possible at the first point of contact.
• Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.
• Windows Certification and experience in support of both Windows and iOS based machines.
• Analyze and monitor all open FFHD incidents and determine which incidents require FFHD escalation and follow up with respective incident owners.
• Provide onsite support on business applications once trained by the Application Support Teams
• Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates.
• Add/modify/delete users, groups and roles
• Password and license management

Qualifications

• Excellent customer service and telephone communication skills.
• Experience in using active directory, making technical config changes on backend systems without disruption.
• Experience in using IT systems and relevant software to raise (when needed) and manage incidents tickets
• Analytical skills to identify trends in issues reported and identify areas for improvements.
• Experience of the concepts, objectives and life-cycle of Knowledge Management activities
• Knowledge of ITIL governance and control processes and procedures
• Flexible, adaptable and able to learn new concepts quickly
• Excellent communication and collaboration skills
• Strong analytical skills
• Strong focus on detail, documentation development and quality assurance

All your information will be kept confidential according to EEO guidelines.