IT Service Desk Analyst - Customer-First Support

National Fuel Gas Company; Buffalo (NY); On-site; USD 63,000 - 80,000; Full time

Benefits offered by this job

Medical and Prescription Drug Coverage

Paid Company Holidays

Dental Coverage

Vision Coverage

401(k) with Company Match

Life Insurance

Paid Time Off

Job summary

National Fuel Gas Company seeks an experienced Service Desk Analyst in Williamsville, NY. The role supports in-office and remote users, handling IT inquiries, incidents, and deployments, while ensuring timely resolutions and detailed ticketing.

The position requires 3+ years in IT service desk, strong Windows OS skills, and effective communication. Occasional travel to NY and PA locations is expected; a Associate degree is required, with a Bachelor’s preferred.

Qualifications

• Associate degree in Computer Science, MIS, or related field.
• 3+ years in IT Service Desk or technical support.
• Strong knowledge of Windows OS (10/11) including imaging and group policy.
• Hardware troubleshooting for desktop/laptop/printer equipment.
• Familiarity with ticketing systems and remote support tools.
• Excellent verbal and written communication skills.

Responsibilities

• Serve as the point of contact for IT inquiries and incidents via phone, email, chat, or in person.
• Document incidents and service requests with detailed ticketing.
• Support in-office and remote employees with hardware and software tasks including deployment and PC imaging.
• Diagnose and resolve complex technical issues; collaborate with vendors.
• Contribute to knowledge base articles and support documentation.
• Travel to multiple locations in NY and PA service territories.

Skills

Customer service

Troubleshooting

Windows OS

Imaging & deployment

Ticketing systems

Remote support

Communication

Education

Associate degree in CS/MIS or related field

Bachelor's degree in CS/MIS or related field

Tools

Active Directory

Azure AD

Intune / MDM

VMware Horizon

PowerShell / Batch scripting

Job description

National Fuel Gas Company seeks an experienced Service Desk Analyst in Williamsville, NY. The role supports in-office and remote users, handling IT inquiries, incidents, and deployments, while ensuring timely resolutions and detailed ticketing.

The position requires 3+ years in IT service desk, strong Windows OS skills, and effective communication. Occasional travel to NY and PA locations is expected; a Associate degree is required, with a Bachelor’s preferred.