Service Desk Analyst

Talentify; City of White Plains (NY); On-site; USD 48,000 - 52,000; Full time

Job summary

Talentify in White Plains, NY is seeking a Service Desk Analyst to field end-user requests by phone and email, document details, and resolve issues on the desktop.

You will use Footprints to track tickets, perform password resets, VPN troubleshooting, software installs, and provide hands-on fixes for connectivity and hardware.

Qualifications

• Associate degree in Information Systems; 4-year college degree preferred.
• Minimum 4 years prior demonstrated experience.

Responsibilities

• Field incoming help desk requests and incidents via phone and email in a courteous manner.
• Access Footprints ticketing system to create or resolve tickets; use RDP to fix issues.
• Perform password resets and resolve VPN access issues.
• Perform hands-on fixes at the desktop level, including software installs and configuring systems and applications.
• Troubleshoot connectivity, performance, and printer problems on local and network levels.

Skills

Phone support

Written communication

Interpersonal skills

Problem solving

Independent work

Time management

Hardware troubleshooting

Windows 10

MS Office

Intune

Active Directory

VPN

Education

Associate degree in Information Systems

Bachelor's degree preferred

Tools

Footprints

RDP

VPN

Intune

Active Directory

Jabber

Office 365

Job description

Job Details:
Job Title: Service Desk Analyst
Location: White Plains, NY
Duration: 12+ Months
Pay Range: $35.00 to $38.00
Project Overview:

• This role 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.

Job Functions & 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.
• Preform 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.
• 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 organization.
• Periodically support other IT Groups as needed

Education & Certifications:

• Associate degree in Information Systems; 4-year college degree is preferred.
• Minimum 4 years prior demonstrated experience.