Help Desk Analyst

Star Group LP is hiring an onsite Help Desk Analyst in Woodbury, NY to provide second tier support across Citrix and end-user devices.

Responsibilities

• Review and process incoming support requests from the SGP user community via phone, voicemail, email, and in-person interactions
• Answer, evaluate, and prioritize requests related to hardware, software, mobile devices, Jabber, VoIP, networking, and other computer-related technologies
• Resolve incidents through collaboration with users, the technology team, and vendors; gather issue insights and support escalation through to resolution
• Drive customer-centric outcomes by targeting first call resolution and supporting root cause analysis
• Manage access requests, user profiles, application requests, change requests, and associated incident tickets; complete and track tickets in priority order
• Ensure ticket processing aligns with SOX & PCI adherence and follows company guidelines, policies, and procedures
• Diagnose and resolve issues across PCs, Windows Terminal, mobile devices, printers, faxes, cabling, miscellaneous systems, and LAN/WAN problems
• Engage technical support members as needed to investigate and fix complex issues
• Perform log, profile, equipment, and software audits; complete equipment and software inventories as required
• Support technology setup for training rooms and conference rooms for classes, meetings, and presentations
• Coordinate with telco carriers for data circuit and voice circuit issues; follow up until resolved and verify outcomes with locations
• Support users with first tier wireless device troubleshooting (iPhones, Androids, iPads, handheld devices, tablets, and similar devices)
• Conduct problem trend analysis to identify issues before they become chronic or repeat occurrences
• Close out tickets, notify users of completion, and confirm successful resolution
• Perform testing for user-related projects including Multiview, ERP/Energy, LMS, HRIS, Mobile & Web Apps, and other internal applications; document results and support the implementation team
• Manage mobile device accounts, including an enterprise mobile account with over 3000 lines
• Handle procurement and fulfillment of hardware requests, including purchasing and inventory control

Requirements

• Demonstrates character, integrity, and ethical values; adheres to acceptable behavior policies
• Working knowledge or familiarity with Microsoft Office, Outlook, Word, Excel, Access, system monitoring tools, SolarWinds, licensing, and IT audits
• Understands the impact of Sarbanes-Oxley and internal control; develops skills for compliance and seeks education on new policies or processes
• 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 3+ years customer service experience (preferably in a technical environment)
• 2 years of college preferred or a technical program combined with three years of work experience
• Excellent written and verbal communication skills

Technologies

• Citrix
• Microsoft Office (Outlook, Word, Excel, Access)
• System monitoring tools
• SolarWinds
• Jabber
• VoIP
• Windows Terminal
• Multiview
• ERP/Energy
• LMS
• HRIS
• Mobile & Web Apps
• SOX, PCI
• LAN, WAN

Benefits

• Medical coverage (F/T staff)
• Dental coverage (F/T staff)
• Retirement Savings
• Plus more!

Compensation: USD 28 - 32 per hour. Location: Woodbury, NY (onsite).