Service Desk Analyst

COGENT Infotech; City of White Plains (NY); Presencial; USD 28.000 - 39.000; Jornada completa

Descripción de la vacante

Cogent Infotech is seeking a Service Desk Analyst in the United States. You will field help desk requests via phone and email, document user information, and resolve computer issues while escalating to appropriate teams as needed.

The role involves password resets, VPN access, software installations, and assisting with RSA/Iron Key devices, video conferences, and more, with hours that may extend beyond standard business times.

Formación

• Minimum 4 years of prior demonstrated experience in a service desk/IT support role.
• Experience performing remote phone support and ticket management.
• Excellent written and oral communication with strong interpersonal skills.
• Ability to work independently with minimal supervision.
• Familiarity with Windows 10, MS Office, Outlook, and AD tools.

Responsabilidades

• Handle incoming help desk requests via phone and email courteously and professionally.
• Log and track incidents using the Footprints ticketing system; resolve or escalate as needed.
• Perform remote troubleshooting and, if needed, on-site desk side fixes.
• Assist with password resets, VPN access, and software installations.
• Support RSA Key Fobs, Iron Key devices, and scheduling video conferences.
• Resolve connectivity, device, and printer issues; provide clear guidance to users.

Conocimientos

Remote phone support

Written & verbal communication

Interpersonal skills

Independent work

Troubleshooting

Herramientas

Footprints ticketing system

RDP access

VPN access

Active Directory / Quest Password Manager

Windows 10

MS Office 2016/O365

MS Outlook 2013/16/O365

Descripción del empleo

At Cogent Infotech, we believe in creating opportunities that empower individuals and transform organizations. With over 23 years of excellence in consulting and talent solutions, we pride ourselves on building inclusive workplaces and driving innovation in everything we do. Our diverse teams bring unique perspectives to help deliver cutting-edge solutions to global clients across both public and private sectors.

Position 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
• 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)

Required Qualifications and Skills

• 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)
• Active Directory / Active Roles / Quest Password Manager
• Enterprise\departmental applications specific
• Periodically support other IT Groups as needed

Equal Opportunity & Inclusion Statement

Cogent Infotech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels welcome and valued. We encourage applications from individuals of all backgrounds, identities, abilities, and experiences. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply

Join Us

At Cogent Infotech, your ideas matter. Join a purpose-driven organization that celebrates diversity, encourages collaboration, and invests in your future.