Senior Service Desk Analyst (Tier 2) – Hybrid

ECI; Buffalo (NY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

ECI is seeking a Senior Support Desk Analyst in Buffalo, NY to deliver top-tier desktop support via phone and remote tools, with on-site help as needed. The role requires advanced troubleshooting of workstations, domain devices, and collaboration with IT staff to resolve issues promptly.

The position is hybrid, requiring three days on-site and up to two days remote per week, with responsibilities spanning ticket ownership, customer communication, and knowledgebase updates.

Qualifications

• College diploma or University degree in Computer Science or equivalent.
• 4-5+ years working in a support, service, or Tier 2 service desk role.
• Exceptional customer service orientation.
• Exceptional written and oral communication skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Sharp attention to detail.
• Proven analytical and problem-solving abilities.

Responsibilities

• Provides best-in-class service and support remotely from the office and on-site as needed in the region.
• Maintains a high level of communication, owns tickets, follows up to ensure issues are resolved and end users are satisfied.
• Resolves end user issues via the service desk tickets and escalates to technical staff when required.
• Documents time and notes in each ticket to ensure accurate total time.
• Coordinates with vendors/partners regarding product and service issues.
• Troubleshoots and resolves issues following ECI standards and industry best practices.
• Updates knowledge base with issue details and resolutions.
• Supports VIP users and enterprise clients as a final escalation point.

Job description

ECI is seeking a Senior Support Desk Analyst in Buffalo, NY to deliver top-tier desktop support via phone and remote tools, with on-site help as needed. The role requires advanced troubleshooting of workstations, domain devices, and collaboration with IT staff to resolve issues promptly.

The position is hybrid, requiring three days on-site and up to two days remote per week, with responsibilities spanning ticket ownership, customer communication, and knowledgebase updates.