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Service Desk Analyst

ICONMA, LLC
  • Colonie, NY
  • $18.47–$21 Per Hour
  • Quick Apply
1 day ago

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.
  • Essential resource responsibilities / accountabilities:
  • 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?

Numbers & Facts

LocationColonie, NY
Salary$18.47–$21 Per Hour

Skills

  • Analysis Skillsunmatched
  • Asset Managementunmatched
  • Blackberryunmatched
  • Change Managementunmatched
  • Citrix Product Familyunmatched
  • CompTIA A+unmatched
  • Computer Scienceunmatched
  • Computer Securityunmatched
  • Configuration Managementunmatched
  • Customer Support/Serviceunmatched
  • Desktop Administrationunmatched
  • Desktop PCunmatched
  • Detail Orientedunmatched
  • Document Scannersunmatched
  • Documentationunmatched
  • Establish Prioritiesunmatched
  • HCL/Lotus Notesunmatched
  • Hardware Administrationunmatched
  • Health Insuranceunmatched
  • Health Planunmatched
  • Help Deskunmatched
  • Home Careunmatched
  • Information Technology & Information Systemsunmatched
  • Internet Applicationunmatched
  • Interpersonal Skillsunmatched
  • Intranetunmatched
  • Laptop PCunmatched
  • Local Area Network (LAN)unmatched
  • MCITP - Microsoft Certified IT Professionalunmatched
  • Mainframe Computerunmatched
  • Microsoft Active Directoryunmatched
  • Microsoft Officeunmatched
  • Microsoft Product Familyunmatched
  • Microsoft Windows 7unmatched
  • Mobile Technologyunmatched
  • Network Systemsunmatched
  • Operating Systemsunmatched
  • PC Softwareunmatched
  • Palm Handheldsunmatched
  • Presentation/Verbal Skillsunmatched
  • Print Serverunmatched
  • Printersunmatched
  • Problem Solving Skillsunmatched
  • Research Skillsunmatched
  • Service Level Agreement (SLA)unmatched
  • Software Administrationunmatched
  • Software Configuration Managementunmatched
  • Software Developmentunmatched
  • Team Playerunmatched
  • Technical Supportunmatched
  • Time Managementunmatched
  • VPN (Virtual Private Network)unmatched
  • Virusesunmatched
  • Wireless Securityunmatched
  • Writing Skillsunmatched

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