Help Desk Analyst

Star Group • Woodbury, NY

6d

About The Position

The Help Desk Analyst provides second-tier technical support to the Star Group L.P. data network user community of more than 2,000 users across multiple sites in a Citrix environment, supporting mobile devices, PCs, laptops, and enterprise applications. The role requires strong problem-solving, listening, and communication skills. Primary coverage is during the first shift, with off-hours and weekend support on a rotating, scheduled basis. Additional coverage is needed during peak and seasonal periods, so flexibility is expected. The position includes approximately 10% travel to Star Group sites.

The analyst handles user requests and incident tickets, troubleshoots hardware, software, networking, and enterprise application issues, and coordinates with users, internal technology teams, and vendors to resolve problems. The role also covers access and profile requests, audits and inventories, meeting-room technology setup, circuit issue follow-up, mobile account management, project testing and documentation, and hardware procurement and inventory control.

Requirements

• Demonstrated character, integrity, and ethical values, and adherence to policies regarding acceptable behavior.
• Working knowledge of or familiarity with Microsoft Office, Outlook, Word, Excel, Access, system monitoring tools, SolarWinds, licensing, and IT audits.
• Understanding of the impact and importance of Sarbanes-Oxley and internal controls, with willingness 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%.
• High school diploma and a certificate from a 6- to 12-month Information Technology program, or related experience, with three or more 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 incoming telephone, voicemail, email, and in-person requests for assistance.
• Troubleshoot issues involving hardware, software, mobile devices, Jabber, VoIP, networking, PCs, Windows Terminal, printers, fax, cabling, miscellaneous systems, and LAN and WAN.
• Proactively resolve issues in coordination with users, technology teams, and vendors; gather information, report and escalate problems, and follow through to resolution.
• Focus on customer service, achieve first-call resolution where possible, and assist with root-cause analysis.
• Process access requests, user profiles, application requests, change requests, and associated incident tickets in a timely manner and in accordance with SOX and PCI requirements and company policies and procedures.
• Complete tickets in priority order, close them out, notify users, and confirm successful resolution.
• Perform required log, profile, equipment, and software audits, as well as equipment and software inventories.
• Set up technology in training and conference rooms for classes, meetings, and presentations.
• Work with telecommunications carriers on data- and voice-circuit issues, track their status through resolution, and verify results with locations.
• Assist users with first-tier issues involving wireless devices, including iPhones, Android devices, iPads, handheld devices, and tablets.
• Analyze problem trends to help resolve recurring or chronic issues proactively.
• Test user-related projects and applications, including Multiview, ERP/Energy, LMS, HRIS, mobile and web apps, and other internal applications; document results and participate in implementation teams.
• Manage mobile-device accounts, including an enterprise mobile account with more than 3,000 lines.
• Procure and fulfill hardware requests and support purchasing and inventory control.
• Provide off-hours and weekend coverage on a rotating, scheduled basis and additional coverage during peak and seasonal periods.

Benefits

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

What This Job Offers

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