Service Desk Analyst, Tier 2

ECI; Buffalo (NY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

ECI is seeking a Senior Support Desk Analyst in Buffalo, NY to deliver top-tier desktop support via phone and remote tools, with on-site help as needed. The role requires advanced troubleshooting of workstations, domain devices, and collaboration with IT staff to resolve issues promptly.

The position is hybrid, requiring three days on-site and up to two days remote per week, with responsibilities spanning ticket ownership, customer communication, and knowledgebase updates.

Qualifications

• College diploma or University degree in Computer Science or equivalent.
• 4-5+ years working in a support, service, or Tier 2 service desk role.
• Exceptional customer service orientation.
• Exceptional written and oral communication skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Sharp attention to detail.
• Proven analytical and problem-solving abilities.

Responsibilities

• Provides best-in-class service and support remotely from the office and on-site as needed in the region.
• Maintains a high level of communication, owns tickets, follows up to ensure issues are resolved and end users are satisfied.
• Resolves end user issues via the service desk tickets and escalates to technical staff when required.
• Documents time and notes in each ticket to ensure accurate total time.
• Coordinates with vendors/partners regarding product and service issues.
• Troubleshoots and resolves issues following ECI standards and industry best practices.
• Updates knowledge base with issue details and resolutions.
• Supports VIP users and enterprise clients as a final escalation point.

Job description

The Senior Support Desk Analyst is responsible for providing our clients with ‘best in class’ service for any and all desktop-related issues they may have. The Senior Analyst will be supporting clients primarily through phone and remote connection tools. This position may occasionally require some on-site assistance in the region. It is expected that the Senior Analyst has a advanced understanding of troubleshooting and resolving issues with workstations and how they interact with other network and domain devices. Additionally, the Senior Analyst is an escalation point for Service Desk Analysts and will support for both VIP users and enterprise clients. The Senior Analyst should be the final technical escalation point for any and all remote desktop-related issues.

This is a hybrid position requiring employees to work on-site three (3) days per week and remotely up to two (2) days per week.

Position Requirements

• Provides 'Best in class's service and support remotely from the office
• Maintains a high level of communication both written and verbal, which includes full ticket ownership, following up to ensure issues are resolved in their entirety, and the end user is satisfied
• Resolves end user issues and challenges through the form of tickets in the service desk queue
• Communicates with technical staff and escape outstanding issues when required
• Identifies issues that cannot be resolved remotely in a quick and efficient fashion
• Documents time and notes in each ticket in real time to assure the total time worked is accurately documented
• Works and follow up with vendors and partners concerning their product and service issues
• Uses a strong attention to detail, identifies opportunities for improvement in client environments
• Builds rapport and elicit issue details from end users
• Troubleshoots and resolves issues following ECI standards and industry best practices
• Identifies issues and records issues and the full step by step resolution in the knowledgebase
• Performs other duties as assigned
• Maintains an ambitious attitude towards learning and training for products both ECI specific and industry wide.

Technical Requirements

• Troubleshooting VPN and Citrix including administration
• Experience Troubleshooting of: Exchange, O365, Active Directory, Group Policy.
• Experience troubleshooting networking issues including: TCP/IP, LAN/WAN, DHCP, DNS
• Microsoft Windows 7/8/10, Microsoft Office 2010-2016; installation, and configuration
• Android/iOS/Windows Mobile/Blackberry configuration and troubleshooting.
• Must have MDM Solutions (XenMobile, AirWatch, MobileIron)
• Virus and spyware removal
• Experience with Phishing attempts (SPF)

Position Requirements

• College diploma or University degree in the field of Computer Science or equivalent
• 4-5+ years working in a support, service, or Tier 2 service desk role
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment.
• Knowledge of financial business level technologies
• Exceptional written and oral communication skills
• Demonstrated empathy skills
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Sharp attention to detail
• Proven analytical and problem-solving abilities
• Capable of Multitasking in a high pace environment, effectively and efficiently.
• Ability to effectively prioritize and execute tasks in a high-pressure environment

Working Conditions

• Ability to work under a moderate noise level (i.e., working on an open floor with printers, telephones, and computers; or working in a datacenter)
• Ability to be flexible and successfully respond to multiple work pressures
• Willing to work extra hours as needed; including late nights and weekends
• Sitting or standing for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components

This position is not eligible for visa sponsorship now or in the future. Candidates must have permanent authorization to work in the United States without the need for sponsorship, transfer, or employment authorization extensions, including F-1 OPT, STEM OPT, CPT, TN, or other time-limited work authorization