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Help Desk Analyst II - Utica, NY

Tidal Basin

Utica, NY | Full Time

$58k-73k (estimate)

2 Months Ago

Help Desk Analyst II - Utica, NY

Tidal Basin Utica, NY

$58k-73k (estimate)

Full Time | Business Services 2 Months Ago

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Tidal Basin is Hiring a Help Desk Analyst II - Utica, NY Near Utica, NY

Position Summary: The Help Desk Analyst is responsible for technical support related needs within the organization. The Help Desk Analyst will be the frontline of the organization’s support department. The focus is to resolve technical issue for the end user via in person, phone call or remote access, or through connecting those users to more intensive support where needed. The Help Desk Analyst will be expected to support various in-house and SaaS applications for Tier 1 & Tier II issues, where Tier II issues are considered more complex in nature. They conduct trend analysis and identify solutions to prevent future issues or provide improvements to make the company users’ IT experience better. This position will also assist in many other IT related tasks, as needed by the organization, and directed from management. This will be a hybrid position working out of our corporate office in either Utica, Alexandria, or Lake Mary. Job Duties and Responsibilities include:

Spends most of the day providing support in the following manner:
- First Point of Contact: Serve as the initial point of contact for customers seeking technical assistance.
- Remote Troubleshooting: Perform remote troubleshooting using diagnostic techniques and relevant questions.
- Solution Determination: Determine and implement the best solution based on the diagnostics and technical knowledge of the issue.
- Problem-Solving: Walk customers through the problem-solving process.
- Escalation: When needed, engage next level support resources with detailed notes of the issue and previous steps taken to attempt resolution.
- Product Information: Provide accurate information on IT products or services.
- Documentation and Follow-Up: Record events, problems, and their resolutions in tickets. Follow up with customers, updating the status and information accordingly in the ticket.
- Feedback and Improvements: Pass on any feedback or suggestions from customers to the appropriate internal team. Identify and propose possible improvements to procedures.
Responsible for submitting help desk tickets when requests are submitted outside of the ticketing system and for responding to help desk tickets based on the guidelines provided in the Help Desk Policy.
Additional activities may include, but are not limited to: adding users accounts to needed software, setting up phones and software for users based on projects, imaging and configure laptops and desktops, office setups to include pc, printers, wireless, and installing other hardware, assisting with database needs or other software to include SharePoint, office 365 and Xactimate, asset management support to include making sure data is current and all equipment is in the system.
Assisting IT department with other project-based needs.
Travel required is estimated to be 25%

Skills and Competencies:

Understanding of system software to include Windows, IOS, Windows Server, Office 365 products and other like software.

Strong multi-tasking and problem-solving skills
Interpersonal and customer service skills
Excellent communication skills.
Customer-Oriented: A customer-oriented and cool-tempered approach.
Computer Systems Knowledge: Good understanding of computer systems, mobile devices, and other tech products.

Required Education and Experience:

BSc/BA in IT, Computer Science, or a relevant field.
3 – 4 years’ proven experience as a help desk technician or in a similar customer support role.
Experience with office automation products, databases, and remote assistance tools.
Experience with problem diagnosis, using native system tools and information to diagnose and resolve basic technical issues.
Certifications: Microsoft 365, Azure, or CompTIA A certification are desired.

Upon hire, secondary employment must be disclosed and approved.All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Business Services

SALARY

$58k-73k (estimate)

POST DATE

02/29/2024

EXPIRATION DATE

04/26/2024

WEBSITE

tidalbasin-gc.com

HEADQUARTERS

ALEXANDRIA, VA

SIZE

25 - 50

FOUNDED

1991

TYPE

Private

CEO

KATHRYN MORRISON

REVENUE

<$5M

INDUSTRY

Business Services

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About Tidal Basin

Tidal Basin provides emergency management and homeland security consulting services.

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