Help Desk Analyst

Star Group, LP • Woodbury, NY

53d

About The Position

The Help Desk Analyst provides second-tier technical support to the Star Group L.P. data network user community, which includes more than 2,000 users across multiple sites in a Citrix environment. The role supports enterprise applications, mobile devices, PCs, and laptops, while providing responsive assistance to Star Group team members. Primary coverage is during the first shift, with scheduled rotating off-hours and weekend support. Additional coverage may be needed during peak and seasonal periods, requiring flexibility.

The analyst handles and prioritizes user support requests, troubleshoots hardware, software, network, and communications issues, and coordinates with users, technology teams, and vendors to resolve problems. The position also manages access requests and tickets in accordance with SOX and PCI requirements, supports audits and inventories, assists with technology setup for training and conference rooms, coordinates circuit issues with telecom carriers, and participates in testing and implementation of user-facing projects. Additional duties include enterprise mobile account management and hardware procurement and inventory control.

Requirements

• Demonstrated character, integrity, and ethical values.
• Adherence to policies regarding acceptable behavior.
• Working knowledge of or familiarity with Microsoft Office, including Outlook, Word, Excel, and Access; system monitoring tools; SolarWinds; licensing; and IT audits.
• Understanding of the impact and importance of Sarbanes-Oxley and internal controls, with the ability to develop compliance skills, learn new policies and processes, and participate in training and awareness programs.
• Availability to travel to Star Group sites approximately 10% of the time.
• High school diploma plus a certificate from a 6–12 month Information Technology program, or related experience with at least three years of customer service experience, preferably in a technical environment.
• Excellent written and verbal communication skills.

Nice To Haves

• Two years of college preferred, or a technical program combined with three years of work experience.

Responsibilities

• Answer, evaluate, and prioritize user requests received by telephone, voicemail, email, and in person concerning hardware, software, mobile devices, Jabber, VoIP, networking, and other computer-related technologies.
• Proactively investigate and resolve issues in partnership with users, the technology team, and vendors; gather information, report and escalate problems, and follow them through resolution.
• Provide customer-focused support, seek first-call resolution, and assist with root cause analysis.
• Process access, user profile, application, change, and incident requests promptly; track tickets according to priority and comply with SOX and PCI requirements and company policies and procedures.
• Analyze and resolve problems involving PCs, Windows Terminal, mobile devices, printers, fax machines, cabling, miscellaneous systems, LAN, and WAN; engage technical support as needed.
• Perform log, profile, equipment, software, and inventory audits as required.
• Set up technology for training rooms and conference rooms used for classes, meetings, and presentations.
• Contact telecommunications carriers about data- or voice-circuit problems, follow up until resolution, and verify results with affected locations.
• Assist users with first-tier issues involving wireless devices, including iPhones, Android devices, iPads, handheld devices, and tablets.
• Analyze problem trends to help prevent recurring issues; close tickets, notify users, and confirm successful resolution.
• Test user-related projects and internal applications, including Multiview, ERP/Energy, LMS, HRIS, and mobile and web apps; document results and participate as part of implementation teams.
• Manage mobile device accounts, including an enterprise mobile account with more than 3,000 lines.
• Procure and fulfill hardware requests and manage purchasing and inventory control.
• Provide scheduled rotating off-hours and weekend support, and flexible additional coverage during peak and seasonal periods.
• Travel to Star Group sites as needed, approximately 10%.

Benefits

• Medical coverage for full-time staff.
• Dental coverage for full-time staff.
• Retirement savings.
• Competitive compensation and benefits package.
• Professional development and potential advancement to roles with greater responsibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED