Senior Help Desk Analyst - Windows & iOS, ServiceNow

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 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.