Tier 2 Help Desk Analyst – 1st Shift IT Support

Star Group; Town of Woodbury (NY); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Medical coverage

Retirement Savings

Job summary

Star Group L.P. is seeking a Help Desk Analyst to provide second-tier support for over 2000 users across multiple sites in a Citrix environment, mobile devices, and PCs. Strong problem-solving and communication skills are essential for delivering excellent user service and supporting enterprise applications.

Primary coverage is first shift with rotating off-hours and weekend support. Candidates should be prepared for peak periods and travel up to 10% to Star Group sites.

Qualifications

• Demonstrates character, integrity and ethical values.
• Working knowledge of Microsoft Office, Outlook, Word, Excel, Access, System monitoring tools, SolarWinds, licensing, IT audits.
• Understands Sarbanes-Oxley and internal control; seeks education on new policies or processes.
• Willingness to travel to Star Group sites; approximately 10%.
• High School Diploma with IT certificate or related experience with three+ years customer service experience in a technical environment.
• 2 years of college preferred or technical program with three years of work experience.
• Excellent written and verbal skills.

Responsibilities

• Answers, evaluates, and prioritizes incoming requests for assistance.
• Collaborates with users, technology team and vendors to resolve issues.
• Aim for first call resolution and assist with root-cause analysis.
• Process access requests, user profiles, change requests and incident tickets.
• Analyze and resolve LAN/WAN, PC, mobile devices, printers, and related problems.
• Assist with training room setups and inventories.

Skills

Customer service

Communication

Problem solving

Listening

Ethics

Teamwork

Adaptability

Education

High School Diploma with IT certificate

2 years of college or technical program

Tools

Microsoft Office

Outlook

Word

Excel

Access

System monitoring tools

SolarWinds

Job description

Star Group L.P. is seeking a Help Desk Analyst to provide second-tier support for over 2000 users across multiple sites in a Citrix environment, mobile devices, and PCs. Strong problem-solving and communication skills are essential for delivering excellent user service and supporting enterprise applications.

Primary coverage is first shift with rotating off-hours and weekend support. Candidates should be prepared for peak periods and travel up to 10% to Star Group sites.