Service Desk Analyst

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

The Senior Support Desk Analyst is responsible for providing our clients with ‘best in class’ service for any and all desktop-related issues they may have. The Senior Analyst will be supporting clients primarily through phone and remote connection tools. This position may occasionally require some on-site assistance in the region. It is expected that the Senior Analyst has a advanced understanding of troubleshooting and resolving issues with workstations and how they interact with other network and domain devices. Additionally, the Senior Analyst is an escalation point for Service Desk Analysts and will support for both VIP users and enterprise clients. The Senior Analyst should be the final technical escalation point for any and all remote desktop-related issues.

Position Requirements

• Provides 'Best in class' service and support remotely from the office
• Maintains a high level of communication both written and verbal, which includes full ticket ownership, following up to ensure issues are resolved in their entirety, and the end user is satisfied
• Resolves end user issues and challenges through the form of tickets in the service desk queue
• Communicates with technical staff and escalates outstanding issues when required
• Identifies issues that cannot be resolved remotely in a quick and efficient fashion
• Documents time and notes in each ticket in real time to assure the total time worked is accurately documented
• Works and follow up with vendors and partners concerning their product and service issues
• Uses a strong attention to detail, identifies opportunities for improvement in client environments
• Builds rapport and elicits issue details from end users
• Troubleshoots and resolves issues following ECI standards and industry best practices
• Identifies issues and records issues and the full step by step resolution in the knowledgebase
• Performs other duties as assigned
• Maintains an ambitious attitude towards learning and training for products both ECI specific and industry wide.

Technical Requirements

• Moderate windows server 2012/2016 administration
• Moderate networking (DHCP, DNS, Mail Transport, IP Troubleshooting, DFS)
• Troubleshooting VPN and Citrix including administration
• Experience Troubleshooting of: Exchange, O365, Active Directory, Group Policy.
• Experience troubleshooting networking issues including: TCP/IP, LAN/WAN, DHCP, DNS
• Microsoft Windows 7/8/10, Microsoft Office 2010-2016; installation, and configuration
• Android/iOS/Windows Mobile/Blackberry configuration and troubleshooting.
• Must have MDM Solutions (XenMobile, AirWatch, MobileIron)
• Virus and spyware removal
• Experience with Phishing attempts (SPF)
• Troubleshooting Desktops/Laptops/Mobile devices/Printers/Fax Machines/Scanners/Copiers

Position Requirements

• 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
• 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
• Capable of Multitasking in a high pace environment, effectively and efficiently.
• Ability to effectively prioritize and execute tasks in a high-pressure environment

Working Conditions

• Ability to work under a moderate noise level (i.e., working on an open floor with printers, telephones, and computers; or working in a datacenter)
• Ability to be flexible and successfully respond to multiple work pressures
• Willing to work extra hours as needed; including late nights and weekends
• Sitting or standing for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components