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Service Desk Analyst

Veterans Sourcing Group

White Plains, NY

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JOB DETAILS
SKILLS
Analysis Skills, Calendar Management, Cisco Network Systems, Cisco Unified MeetingPlace, Communication Skills, Conference Management, Customer Support/Service, Desktop PC, Help Desk, IBM Maximo Asset Management, Information Technology & Information Systems, Interpersonal Skills, Jabber, Laptop PC, Microsoft Active Directory, Microsoft Office, Microsoft Outlook, Microsoft Remote Desktop Services (fka Terminal Services), Microsoft Windows Operating System, Network Support, Presentation/Verbal Skills, Printers, Problem Solving Skills, SAP, Software Installation, Software Upgrades, Systems Administration/Management, Technical Support, VPN (Virtual Private Network), Videoconferencing, Writing Skills
LOCATION
White Plains, NY
POSTED
17 days ago

Project Overview

The Service Desk Analyst will field incoming help desk requests from end users via both telephone and e-mail in a courteous/professional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. during work and extended hours.

Job Functions & Responsibilities

  • Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteous/professional manner
  • Access the Footprints ticketing system to create or resolve tickets
  • Ability to RDP into a machine to fix an issue
  • Preform password resets
  • Resolve any VPN access issues
  • Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications
  • Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network)

Skills

  • Minimum 4 years prior demonstrated experience
  • Remote phone support
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
  • Ability to absorb and retain information quickly
  • Ability work independently with minimal supervision
  • Sitting for extended periods of time
  • General Troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers)
  • Software application required to support: Windows 10, MS Office (versions 2016/O365), MS Outlook (versions 2013/16/O365), Intune & Webmail, Cisco Jabber / Meeting Place, Active Directory / Active Roles / Quest Password Manager, SAP & Maximo password unlock/resets, Enterprise/departmental applications specific to NYPA
  • Periodically support other IT Groups as needed

Education & Certifications

  • Associate degree in Information Systems; 4 year college degree is preferred.

About the Company

V

Veterans Sourcing Group

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