Service Desk Analyst

Talentify; Town of Colonie (NY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health Benefits

Referral Program

Career Growth Opportunities

Job summary

Lifetime Care in Colonie, NY is seeking a Service Desk Analyst to support our IT Help Desk operations. The role focuses on resolving incidents and requests, providing first-line investigation, and ensuring timely communication with users.

The ideal candidate will have knowledge of Microsoft OS, Active Directory, Citrix, VPN, and related technologies, along with strong customer service and teamwork. This on-site position offers health benefits and growth opportunities.

Qualifications

• Associate degree in Computer Science, Information Technology or relevant field (or two additional years related work experience in lieu of degree).
• Must have knowledge of Microsoft Operating Systems.
• Experience with Active Directory, Lotus Notes, Print Servers, Microsoft Office, Dial-In Protocol, Citrix, VPN, Internet, Intranet, mobile computing, Security, and mainframe technologies.
• A+ Certification or Microsoft Certified IT Professional, Windows 7/8/10 Certified, Enterprise Desktop Support Technician.
• Excellent interpersonal and communication skills, both written and verbal.
• Strong ability to work in a team and provide customer service.

Responsibilities

• Provide first-line investigation and diagnosis for IT issues.
• Resolve incidents and requests for desktops, laptops, printers, scanners, and VPN access.
• Log incident details with categorization and priority and document actions to resolution.
• Communicate with users and inform them of incident progress and outages.
• Prepare documentation for Help Desk and support teams.
• Lead small projects as directed by management.

Skills

Interpersonal skills

Communication skills

Customer service

Analytical skills

Problem solving

Teamwork

Prioritization

Self-motivation

Education

Associate degree in Computer Science or IT

Related work experience in lieu of degree

Tools

Active Directory

Lotus Notes

Print Servers

Microsoft Office

Citrix

VPN

Mainframe technologies

Job description

Our client, a Health Insurance company, is looking for a Service Desk Analyst for their Colonie, NY/ Latham , NY location.

Responsibilities:

• The Service Control/Operations Methodology at Client generally consists of the following disciplines:
• Service Desk
• Access Management
• Asset and Configuration Management
• Incident/Problem/Change Management
• The Service Desk Analyst is specific to the Service Desk Function at Client through the IT Help Desk.
• The Service Desk Analyst role is to ensure resolution, reporting and triage for the Information Technology Division in regards to all IT problems and requests.
• Logs all relevant incident/request details, allocating categorization and prioritization codes, documenting successful and unsuccessful decisions made and actions taken, through to final resolution.
• Provides first line investigation and diagnosis.
• Communicates with users; keeping users informed of incident progress, notifying them of upcoming changes or outages.
• Resolves incidents and/or requests in regards to desktop and laptop PC's, printers, scanners, operating systems, 100 + mainframe, web and LAN applications, network issues, remote connectivity, handheld palm and blackberry computing, VPN home support, wireless issues and security access problems.
• Installs and configures standard software, PC updates and needed PC drivers remotely.
• Keeps abreast of all software and hardware used and supported by the organization.
• Works closely with all IT areas (ex: Security, Network, Systems, Application Development) along with Subsidiary Business partners at Lifetime Care, Lifetime Health Medical Group and Med America.
• Keeps management and peers informed of "real time" issues and/or problems and completes tasks in a timely manner as per the IT service level agreements.
• Incumbent is heavily involved in potential and confirmed Virus attacks to corporate computers.
• Provides direction and oversees Intern/Contract/Temp help as needed.
• Prepares and maintains clearly written documentation (of processes) for use by Help Desk, other support departments, and end users.
• Leads smaller size projects as directed by Management.

Requirements:

• Associate degree in Computer Science, Information Technology or relevant field (or two additional years related work experience in lieu of degree).
• Must have a thorough knowledge of all Microsoft Operating Systems.
• Must have experience in, Active Directory, Lotus Notes, Print Servers, Microsoft Office Professional, Dial-In Protocol, Citrix, VPN, Internet, Intranet, mobile computing, Security, and mainframe technologies.
• A+ Certification or Microsoft Certified IT Professional, Windows 7/8/10 Certified, Enterprise Desktop Support Technician.
• Excellent interpersonal skills with a focus on rapport building, listening and questioning skills.
• Strong written and oral communications skills both technical and non-technical.
• Highly self-motivated with the ability to present ideas in user-friendly language.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Proven analytical and problem solving abilities and a keen attention to detail.
• Ability to conduct independent research into a wide range of computing issues as required.
• Excellent customer service skills.
• Experience working in a team oriented collaborative environment.

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities