Service Desk Analyst | Frontline Tech Support

externalopuscareers; City of Cohoes (NY); On-site; USD 29,000 - 32,000; Full time

Job summary

externalopuscareers is seeking a Service Desk Analyst in Cohoes, NY. The role is the first point of contact for customers, handling phone, email, and in‑person support to resolve technical and account issues with a focus on first-contact resolution.

You will escalate complex problems to Tier 2/3, assist with account setup and billing inquiries, and guide users through website tasks such as password resets and license applications.

Qualifications

• Associate degree or equivalent experience preferred.

Responsibilities

• Respond to customer inquiries via phone, email, and in person.
• Escalate issues to Tier 2/3 as needed.
• Process Returns Authorizations and Sales Orders.
• Guide users through password resets and license applications.
• Adhere to SLAs and collaborate with peers.
• Assist with onboarding and mentoring of new analysts.
• Generate and maintain reports for team use.
• Support billing with collections and inventory returns.

Skills

Analytical skills

Communication

Customer focus

Teamwork

Time management

Problem solving

Education

Associate degree in CS or related field

Certifications or equivalent experience

Tools

NetSuite

SQL

Oracle

Windows OS

Microsoft Office

Excel PivotTables

Job description

externalopuscareers is seeking a Service Desk Analyst in Cohoes, NY. The role is the first point of contact for customers, handling phone, email, and in‑person support to resolve technical and account issues with a focus on first-contact resolution.

You will escalate complex problems to Tier 2/3, assist with account setup and billing inquiries, and guide users through website tasks such as password resets and license applications.