Service Desk Analyst

Ampcus Inc; City of Niagara Falls (NY); On-site; USD 45,000 - 60,000; Full time

Job summary

Ampcus Inc. is seeking a Service Desk Analyst to join our team in Niagara Falls, NY.

The role handles incoming help desk requests via phone and email, documents information, resolves issues, escalates as needed, and supports RSA Key Fobs, Iron Key devices, video conferencing scheduling, password resets, software installs. Requirements include at least 4 years experience, remote phone support, strong communication and interpersonal skills, ability to work independently, and familiarity with

Qualifications

• Minimum 4 years prior demonstrated experience.
• Remote phone support.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Ability to absorb and retain information quickly.
• Ability work independently with minimal supervision.
• Sitting for extended periods of time.
• General Troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers).
• Software applications supporting Windows 10, MS Office (2016/O365), MS Outlook (2013/16/O365), Intune & Webmail, Cisco Jabber / Meeting Place, Active Directory / Active Roles / Quest Password Manager, SAP & Maximo - password unlock / resets.
• Periodically support other IT Groups as needed.
• Associate degree in Information Systems; 4 year college degree is preferred.

Responsibilities

• Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteous/professional manner
• Access the Footprints ticketing system to create or resolve tickets
• Ability to RDP into a machine to fix an issue
• Perform password resets
• Resolve any VPN access issues
• Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications
• Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network)

Skills

Remote phone support

Excellent verbal & written skills

Interpersonal skills

Independent worker

Troubleshooting

Ability to absorb information quickly

Sitting for long periods

Education

Associate degree in Information Systems

4-year college degree preferred

Tools

Windows 10

MS Office (2016 / O365)

MS Outlook (2013/16/O365)

Intune

Webmail

Cisco Jabber / Meeting Place

Active Directory / Active Roles / Quest Password Manager

SAP & Maximo - password unlock / resets

Job description

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Service Desk Analyst

Location(s): Niagara Falls, NY

Job Summary:

The Service Desk Analyst will field incoming help desk requests from end users via both telephone and e-mail in a courteous/professional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. during work and extended hours.

Key Responsibilities:

• Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteous/professional manner
• Access the Footprints ticketing system to create or resolve tickets
• Ability to RDP into a machine to fix an issue
• Perform password resets
• Resolve any VPN access issues
• Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications
• Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network)

Required Qualifications:

• Minimum 4 years prior demonstrated experience
• Remote phone support
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Ability to absorb and retain information quickly
• Ability work independently with minimal supervision
• Sitting for extended periods of time
• General Troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers)
• Software application required to support Windows 10, MS Office (versions 2016/O365), MS Outlook (versions 2013/16/O365), Intune & Webmail, Cisco Jabber / Meeting Place, Active Directory / Active Roles / Quest Password Manager, SAP & Maximo - password unlock / resets, Enterprise\departmental applications specific to client
• Periodically support other IT Groups as needed
• Associate degree in Information Systems; 4 year college degree is preferred.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.