Senior Service Desk Analyst — VIP & Enterprise Support

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

Job summary

ECI in Buffalo, NY seeks a Senior Support Desk Analyst to deliver best-in-class desktop support via phone and remote tools, with occasional on-site visits in the region. You will escalate as needed, document all steps, and collaborate with vendors to resolve complex issues.

The role requires 4–5+ years in Tier 2 support, strong customer service, and expertise with Windows, AD, O365, Citrix, VPN, and MDM. A team-oriented mindset is essential.

Qualifications

• College diploma or University degree in the field of Computer Science or equivalent.
• 4-5+ years working in a support, service, or Tier 2 service desk role.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Knowledge of financial business level technologies.
• Exceptional written and oral communication skills.
• Strong documentation skills.
• Demonstrated empathy skills.

Responsibilities

• Provide best in class service and support remotely from the office.
• Maintain a high level of communication, ownership, and user satisfaction.
• Resolve end user issues via tickets in the service desk queue.
• Escalate to technical staff as required and coordinate with vendors.
• Document time, notes, and full resolutions in tickets and knowledgebase.
• Troubleshoot and resolve desktop/mobile hardware issues per ECI standards.
• Be an escalation point for VIP and enterprise clients.
• Be flexible and willing to work extra hours as needed.

Skills

Customer service

Ticketing

Escalation Handling

Documentation

Vendor coordination

Strong communication

Remote support

Time management

Education

College diploma or University degree in Computer Science or equivalent

Tools

Windows Server

Active Directory

Office 365 / Exchange

Citrix

VPN

MDM (XenMobile, AirWatch, MobileIron)

Job description

ECI in Buffalo, NY seeks a Senior Support Desk Analyst to deliver best-in-class desktop support via phone and remote tools, with occasional on-site visits in the region. You will escalate as needed, document all steps, and collaborate with vendors to resolve complex issues.

The role requires 4–5+ years in Tier 2 support, strong customer service, and expertise with Windows, AD, O365, Citrix, VPN, and MDM. A team-oriented mindset is essential.