Help Desk Analyst

Star Group, LP•Woodbury, NY

13d•Onsite

About The Position

As a Help Desk Analyst, you will provide second tier technical support to the Star Group L.P. data network user community, consisting of over 2000 users at multiple sites in a Citrix environment, supporting Mobile devices, PCs, and laptops. You must be able to support enterprise applications. In addition to assisting users, you need excellent problem-solving and listening skills, and excellent communication skills to support the Star Group team members. Primary coverage is first shift with off-hours and weekend support on a rotating, scheduled basis. During peak and seasonal periods, additional coverage is needed and team members are expected to be flexible.

Requirements

Demonstrates character, integrity, and ethical values.
Adheres to policies regarding acceptable behavior.
Working knowledge or familiarity with Microsoft Office, Outlook, Word, Excel, Access, System monitoring tools, Solar Winds, licensing, IT audits, etc.
Understands the impact and importance of Sarbanes-Oxley and internal control; develops appropriate skills for compliance; seeks education on new policies or processes; participates in training awareness programs.
Availability to travel to Star Group sites; approximately 10%.
High School Diploma with a certificate from a 6 to 12 month Information Technology program or related experience with three (3) plus years customer service experience and preferably in a technical environment.
Excellent written and verbal skills.

Nice To Haves

2 years of college preferred or technical program with a combination of three years of work experience.

Responsibilities

Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, Mobile devices, Jabber, VoIP, networking, and other computer-related technologies.
Proactively resolves issues by working with users, technology teams, and/or vendors.
Partners with users, technology teams, and vendors to gather important insights to the issue, report, escalate, and resolve problems.
Achieves first call resolution and assists with root cause analysis, focusing on customer centricity.
Processes all access requests, user profiles, application requests, change requests, and associated incident tickets and tracking in a timely manner in accordance with SOX & PCI adherence, following company guidelines, policies, and procedures.
Analyzes and resolves PC, Windows Terminal, Mobile devices, printer, fax, cabling, miscellaneous systems, and Local Area Network (LAN) and WAN problems.
Engages technical support members as needed.
Performs log, profiles, equipment, and software audits as required; performs equipment and software inventories as required.
Supports technology setup for training rooms and conference rooms for classes, meetings, and presentations.
Works with telco carriers on data circuit or voice circuit issues, following up with carriers on problem status until resolved, and verifying results with locations.
Works with users on resolving first-tier issues with wireless devices, such as iPhones, Androids, iPads, Handheld devices, tablets, etc.
Performs problem trend analysis to proactively resolve issues before they become chronic or repeater problems.
Closes out tickets and notifies users of completion, confirming with the user that a successful resolution was achieved.
Performs testing with all user-related projects such as Multiview, ERP/Energy, LMS, HRIS, Mobile & Web Apps, and other internal applications, documenting results and working as part of the implementation team.
Manages mobile device accounts and an enterprise mobile account with over 3000 lines.
Handles procurement and fulfillment of hardware requests, purchasing, and inventory control.