Service Desk Analyst II - Fast, Customer-Focused IT Support

Netrio; Buffalo (NY); On-site; USD 52,000 - 70,000; Full time

Job summary

Netrio is seeking a Service Desk Analyst to deliver frontline IT support for our clients. You will handle calls and tickets, resolve issues with speed, and document steps for knowledge sharing.

You will collaborate with network engineers and project teams, learn client-specific practices, and aim for high customer satisfaction through clear communication.

Required: associates or technical degree, 3–5 years IT support experience, and strong written and verbal communication.

Qualifications

• Associates or Technical degree in Computer Engineering or equivalent.
• 3-5 years IT support experience with networking basics and Windows environments.
• Experience in a customer service environment.
• Strong written and verbal communication skills.
• Ability to learn and track information to resolve problems.
• Ability to work independently and as part of a team.
• Thriving in a fast-paced, high-pressure environment.

Responsibilities

• Answer calls and tickets from clients via phone and email.
• Provide initial support and escalate when needed.
• Update/create tickets with troubleshooting steps for team handoffs.
• Follow up on older tickets to ensure resolution and satisfaction.
• Assist with intake of packages and deliveries; support project team as needed.

Skills

Customer service

Communication

Time management

Teamwork

Troubleshooting

Windows OS

Education

Associates or Technical degree in Computer Engineering or equivalent

Tools

ConnectWise

Job description

Netrio is seeking a Service Desk Analyst to deliver frontline IT support for our clients. You will handle calls and tickets, resolve issues with speed, and document steps for knowledge sharing.

You will collaborate with network engineers and project teams, learn client-specific practices, and aim for high customer satisfaction through clear communication.

Required: associates or technical degree, 3–5 years IT support experience, and strong written and verbal communication.