What are the responsibilities and job description for the Service Desk Analyst position at COGENT Infotech?
Job Title: Service Desk Analyst
Location: White Plains, NY
Duration: 12 Months
About Us:
The Service Desk Analyst will field incoming help desk requests from end users via both telephone and e-mail in a courteous/professional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. during work and extended hours.
Skills
• Minimum 4 years prior demonstrated experience
• Remote phone support
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Ability to absorb and retain information quickly
• Ability work independently with minimal supervision
• Sitting for extended periods of time
• General Troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers) Software application required to support
• Windows 10
• MS Office (versions 2016/O365)
• MS Outlook (versions 2013/16/ O365)
• Intune & Webmail
• Cisco Jabber / Meeting Place
• Active Directory / Active Roles / Quest Password Manager
• SAP & Maximo – password unlock\resets
• Enterprise\departmental applications specific to NYPA
• Periodically support other IT Groups as needed
Education:
• Associate degree in Information Systems; 4 year college degree is preferred.
Equal Opportunity & Inclusion Statement
Cogent Infotech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels welcome and valued. We encourage applications from individuals of all backgrounds, identities, abilities, and experiences. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply
Application Process
Please submit your resume and a short cover letter through our online portal. Our process includes an initial resume review, a virtual interview, and a short technical assessment. If you need accommodations, feel free to inform us—we are happy to assist.
Join Us
At Cogent Infotech, your ideas matter. Join a purpose-driven organization that celebrates diversity, encourages collaboration, and invests in your future.
Salary : $32 - $35