SR service desk analyst - White Plains NY and NYC -

SR service desk analyst

Location :: White Plains NY and NYC -split 50 /50 NYC location is 5 BRYANT PARK NYC Anyone from BKLYN/or Long Island /Staten island or certain areas of NJ will not be considered --no relocates

Duration :: Fulltime

Interview :: Phone & Skype

Visa :: USC / GC

• 3 + years experience
• strong PC skills
• good user skills
• experience with Windows PC operating system
• experience with Desktops/Laptops /IPads /laser printers and smart phones
• experience with MS/AD and office
• experience with Citrix
• experience with Cisco switches
• must be able to deploy computers [ not using and outside service ]
  
  

Employee’s Role: Sr. IT Service Desk Analyst

The Senior IT Service Desk Analyst provides support for more complex level incidents resolution and requests reported to the IT Service Desk. Responsibilities include initial assessment, triage, research, and resolution of these incidents and service requests regarding the use of application software products and/or infrastructure components. The Senior IT Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources. The Senior Service Desk Analyst has a key role in overseeing the effectiveness of Service Desk knowledge and skills. They will help to mentor and upgrade the skills of existing the IT Service Desk analyst as well be a back to up their Management.

FLSA Classification: Exempt

Reporting To: Director of IT Service Desk

Qualifications

• Educational: Minimum of a Bachelor Degree in information technology, computer science or a related field from an accredited college, university, or technical school.
• Travel: Travel may be required for business purposes. If so, the employee must have a valid driver’s license issued by the state in which they work and a satisfactory driving record.
• Work Experience:
• A minimum of 4 to 5 years of experience working on a service desk or PC desktop support.
• Familiar working within a multiple location, distributed service business model.
• Personal Abilities
• Excellent verbal and written communication skills.
• Ability to manage own time effectively.
• Exceptional interpersonal skills, with a focus on rapport building, empathetic listening and questioning skills.
• Ability to work well under pressure, and demonstrate the ability to provide solutions through multiple problem solving skills.
• Demonstrate the ability to take ownership, and be accountable for the successful resolution of assigned issues and those escalated to higher levels.
• Technical knowledge and excellent understanding of:
• Windows PC Operating systems.
• IT Hardware including and not limited to Desktops, Laptops, iPads, Thin Client Terminals, laser printers, smart phones.
• Ethernet wired and wireless networking connectivity.
• Cisco network switches, Cisco phones and network terminology, functions, and troubleshooting.
• Microsoft Active Directory, Microsoft Office
• Citrix
• Mobile Device Management (MDM)
• Automated software distribution.
• Working technical knowledge of current network protocols and standards including TCP/IP, DHCP, and DNS.
• A+, Network +, and Microsoft certifications a plus.
  

Essential Job Responsibilities

• Field incoming help requests from end users via self-service ticket creation, telephone, email, and in person in a courteous and professional manner.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file back-ups and configuring systems and applications.
• Perform preventative maintenance including checking and cleaning of workstations, printers and peripherals.
• Interact with, provide training and support to, end users and staff on computer operation and other issues.
• Identify recurring issues, and report details to your team and supervisor with solutions.
• Ability to produce analytical KPI management reports.
• Add and remove user accounts as necessary, following standard on/off-boarding procedures.
• Update, track, and reconcile Premier's computer assets as part of the company's on/ off-boarding process.
• Maintain existing and produce new documentation guides when new IT systems/products/ process are introduced.
• Experience of working effectively within a team and collaborating with others to achieve a company and department goals.
• Provide after hours and on-call support as needed.
• Adheres to and support Premier Home Health Care Services’ standards, policies, and procedures.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information, adhering to HIPAA and HITECH guidelines.
• This position will be required to be onsite 5 days a week. There will be no WFH remote support.
• Performs other duties as assigned.