IT Service Desk Analyst

Valence Care - HCS - Girling NY - Extended Home Care - A&J Staffing - A Better Life - Direct Care • New York, NY

7d • $65,000 - $75,000 • Onsite

About The Position

We are seeking a proactive and customer-focused IT Senior Service Desk Analyst to join our IT support team. The ideal candidate will have excellent communication skills, a strong technical aptitude, and a passion for delivering exceptional customer service. As an IT Senior Service Desk Analyst, you will be responsible for providing technical support to end-users, troubleshooting IT issues, and resolving complex problems with vendors and other IT support teams as needed.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field, preferred.
• Minimum of 3-4 years of experience in an IT support role, preferably in a healthcare or customer service environment.
• Strong technical troubleshooting skills, with the ability to diagnose and resolve hardware, software, and network issues.
• Excellent customer service and communication skills, with the ability to communicate technical information to non-technical users effectively.
• Proficiency in Microsoft Windows operating systems and Office applications.
• Strong working knowledge with IT service management tools, MDM (Manage Engine), and ticketing systems (e.g., ServiceNow, Freshworks).
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong attention to detail and a commitment to providing high-quality service to end-users.

Nice To Haves

• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or HDI Desktop Support Technician preferred.

Responsibilities

• Respond to incoming IT service desk inquiries via phone, email, or ticketing system in a timely and professional manner.
• Diagnose and resolve technical issues reported by end-users, including hardware and software problems, network connectivity issues, and application errors.
• Provide guidance and assistance to end-users on how to use IT systems and applications effectively.
• Provision end user hardware and software
• Resolve issues with higher-level support teams or vendors, ensuring prompt resolution and minimal disruption to end-user productivity.
• Document all service desk interactions, including issue details, troubleshooting steps, and resolution outcomes in the IT service management system.
• Follow established service desk procedures and workflows, adhering to service level agreements (SLAs) and quality standards.
• Collaborate with other IT teams to identify recurring issues, trends, and opportunities for process improvement.
• Participate in knowledge sharing activities, including creating and updating support documentation, KB, and training materials.
• Stay informed about IT systems, technologies, and industry best practices, continuously expanding technical knowledge and skills.

Benefits

• Health, Dental, Vision
• 401k + Company match
• Paid Holidays.
• PTO Package
• Paid Orientation
• Employee Referral Program
• The agency provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level