Analyst, Help Desk Level I (Syracuse, NY)

Dumac Business Systems • East Syracuse, NY

272d • $15 - $20

About The Position

As a Help Desk Analyst, you will work directly with customers over the phone & email to coordinate and complete the implementation and support of cutting-edge and legacy vertical applications in point-of-sale technology; ensuring all facets of system (hardware, software, networking, etc.) are functioning prior to turning system over to the training team.

Requirements

• Associate degree in Computer Science or a closely related field, or equivalent experience
• Ability to set up and configure various types of point-of-sale and computer systems by setting parameters in the software; thorough testing and debugging of the parameter settings
• Ability to set-up, troubleshoot and test ethernet networks that utilize Windows 7, Windows 10, Windows 2016 & 2019 Server
• Excellent written and verbal communication skills as well as interpersonal skills
• Possess the accountability and personal responsibility to own and drive results
• Ability to work independently and part of a team environment
• Proficiency in Microsoft Office programs, including Outlook, Word, Excel and PowerPoint

Nice To Haves

• Possess excellent problem-solving and analytical skills
• Ability to effectively manage multiple projects with strong organizational skills, attention to detail and logical problem-solving skills

Responsibilities

• Answer live calls from customers in a fast-paced environment
• Work through various hardware and software issues on a daily basis
• Configure hardware/software/firmware to match customer specifications
• Follow-up and support existing customers
• Coordinate with groups involved in projects
• Perform set-up/configuration and/or training for projects assigned or help others performing the same when requested
• Work with level 2 and 3 technicians to ensure smooth hand-off of escalated calls
• Work with minimal supervision and be proactive in answering tickets throughout the workday
• Work with customers and DUMAC team members to resolve support calls while working on other projects; multi-tasking required
• Participate in weekly rotation of after-hours on-call duty and working weekend shifts
• Help with proper documentation of support call activity

Benefits

• 401(k) savings plan match
• Health coverage (medical, dental, vision)
• HSA + employer contribution
• Employer-paid life insurance
• Short & long term disability
• Legal/ID theft plans
• Generous PTO and holiday schedule
• Pet insurance

What This Job Offers

• Career Level: Entry Level
• Industry: Web Search Portals, Libraries, Archives, and Other Information Services
• Education Level: Associate degree