IT Service Desk Analyst – User Support & SLA Focus

Talentify; Town of Colonie (NY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health Benefits

Referral Program

Career Growth Opportunities

Job summary

Lifetime Care in Colonie, NY is seeking a Service Desk Analyst to support our IT Help Desk operations. The role focuses on resolving incidents and requests, providing first-line investigation, and ensuring timely communication with users.

The ideal candidate will have knowledge of Microsoft OS, Active Directory, Citrix, VPN, and related technologies, along with strong customer service and teamwork. This on-site position offers health benefits and growth opportunities.

Qualifications

• Associate degree in Computer Science, Information Technology or relevant field (or two additional years related work experience in lieu of degree).
• Must have knowledge of Microsoft Operating Systems.
• Experience with Active Directory, Lotus Notes, Print Servers, Microsoft Office, Dial-In Protocol, Citrix, VPN, Internet, Intranet, mobile computing, Security, and mainframe technologies.
• A+ Certification or Microsoft Certified IT Professional, Windows 7/8/10 Certified, Enterprise Desktop Support Technician.
• Excellent interpersonal and communication skills, both written and verbal.
• Strong ability to work in a team and provide customer service.

Responsibilities

• Provide first-line investigation and diagnosis for IT issues.
• Resolve incidents and requests for desktops, laptops, printers, scanners, and VPN access.
• Log incident details with categorization and priority and document actions to resolution.
• Communicate with users and inform them of incident progress and outages.
• Prepare documentation for Help Desk and support teams.
• Lead small projects as directed by management.

Skills

Interpersonal skills

Communication skills

Customer service

Analytical skills

Problem solving

Teamwork

Prioritization

Self-motivation

Education

Associate degree in Computer Science or IT

Related work experience in lieu of degree

Tools

Active Directory

Lotus Notes

Print Servers

Microsoft Office

Citrix

VPN

Mainframe technologies

Job description

Lifetime Care in Colonie, NY is seeking a Service Desk Analyst to support our IT Help Desk operations. The role focuses on resolving incidents and requests, providing first-line investigation, and ensuring timely communication with users.

The ideal candidate will have knowledge of Microsoft OS, Active Directory, Citrix, VPN, and related technologies, along with strong customer service and teamwork. This on-site position offers health benefits and growth opportunities.