Remote IT Service Desk Analyst - Windows & VPN Support

COGENT Infotech; City of White Plains (NY); On-site; USD 28,000 - 39,000; Full time

Job summary

Cogent Infotech is seeking a Service Desk Analyst in the United States. You will field help desk requests via phone and email, document user information, and resolve computer issues while escalating to appropriate teams as needed.

The role involves password resets, VPN access, software installations, and assisting with RSA/Iron Key devices, video conferences, and more, with hours that may extend beyond standard business times.

Qualifications

• Minimum 4 years of prior demonstrated experience in a service desk/IT support role.
• Experience performing remote phone support and ticket management.
• Excellent written and oral communication with strong interpersonal skills.
• Ability to work independently with minimal supervision.
• Familiarity with Windows 10, MS Office, Outlook, and AD tools.

Responsibilities

• Handle incoming help desk requests via phone and email courteously and professionally.
• Log and track incidents using the Footprints ticketing system; resolve or escalate as needed.
• Perform remote troubleshooting and, if needed, on-site desk side fixes.
• Assist with password resets, VPN access, and software installations.
• Support RSA Key Fobs, Iron Key devices, and scheduling video conferences.
• Resolve connectivity, device, and printer issues; provide clear guidance to users.

Skills

Remote phone support

Written & verbal communication

Interpersonal skills

Independent work

Troubleshooting

Tools

Footprints ticketing system

RDP access

VPN access

Active Directory / Quest Password Manager

Windows 10

MS Office 2016/O365

MS Outlook 2013/16/O365

Job description

Cogent Infotech is seeking a Service Desk Analyst in the United States. You will field help desk requests via phone and email, document user information, and resolve computer issues while escalating to appropriate teams as needed.

The role involves password resets, VPN access, software installations, and assisting with RSA/Iron Key devices, video conferences, and more, with hours that may extend beyond standard business times.