Senior Service Desk Analyst | IT Support Lead

National Fuel Gas Company; Buffalo (NY); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Medical and Prescription Drug Coverage

Paid Holidays

Dental Coverage

Parental Leave

Vision Coverage

401(k) with Company Match

Life Insurance

Long Term Disability Insurance

Paid Time Off

Charitable Giving Programs

Job summary

National Fuel is seeking a Service Desk Analyst for our Information Technology department at our Williamsville, NY headquarters. This role will lead Service Desk activities, coordinate daily support, and mentor IT engineers while delivering high-quality customer service in a fast-paced environment.

The position offers a base salary range of $70,000–$85,000 with an annual cash bonus plan for exempt employees and a comprehensive benefits package.

Qualifications

• Bachelor's degree in CS or MIS.
• 10+ years IT end-user support experience.
• Experience with Windows, macOS, Android and iOS.
• Strong customer service and multi-tasking skills.
• Mentoring IT engineers and analysts.

Responsibilities

• Lead Service Desk activities, coordinate daily support and prioritize tickets.
• Provide courteous customer interactions and professional communication.
• Document incident details and support timely follow-up and SLA adherence.
• Assess issue urgency, set priority, and guide analysts on escalation.
• Escalate and route issues for permanent resolution according to protocols.
• Notify customers about disruptions with accurate, timely messaging.
• Support first-contact resolution by applying documented solutions.
• Coordinate across teams for major incidents and root cause analysis.
• Track KPIs and look for improvements in call resolution and customer satisfaction.
• Assist in creating and updating Service Desk documentation and procedures.

Skills

IT End-User Support

Customer Service

Troubleshooting

Mentoring IT Engineers

Education

Bachelor's degree in Computer Science or MIS

Tools

Endpoint Deployments

Windows environments

macOS environments

Job description

National Fuel is seeking a Service Desk Analyst for our Information Technology department at our Williamsville, NY headquarters. This role will lead Service Desk activities, coordinate daily support, and mentor IT engineers while delivering high-quality customer service in a fast-paced environment.

The position offers a base salary range of $70,000–$85,000 with an annual cash bonus plan for exempt employees and a comprehensive benefits package.