Job Description
Job Description
JOB DESCRIPTION
Service Desk Analyst I
Location: Niagara, NY (Hybrid)
Pay Rate: $45/hr on W2
Duration: 12 Months
Start Date: Immediate
Open to U.S. Citizens and Green Card holders working independently. No sponsorship or third-party candidates.
Work Schedule
- Monday through Friday
- 7.5-hour workday with a 30-minute unpaid lunch
- Paid for actual hours worked (no paid vacation or sick leave)
- Client observes designated holidays; no work is performed on those days
- Hybrid schedule requiring a minimum of 3 days onsite, with the possibility of additional onsite days based on business needs
Position Overview
We are seeking a Service Desk Analyst to provide first-level technical support for end users in a fast-paced enterprise environment. This role is responsible for handling incoming service requests via phone and email, troubleshooting hardware and software issues, resolving technical problems remotely and onsite, and escalating incidents when necessary.
The ideal candidate will have strong customer service skills, solid desktop support experience, and the ability to troubleshoot a wide variety of Windows-based technologies.
Key Responsibilities
- Respond to incoming help desk requests via phone and email in a professional and timely manner.
- Create, update, and resolve incidents using the Footprints ticketing system.
- Provide remote desktop support using Remote Desktop Protocol (RDP).
- Perform password resets and account management tasks.
- Troubleshoot and resolve VPN connectivity issues.
- Install, configure, and upgrade desktop software and applications.
- Diagnose and resolve desktop, laptop, printer, and network connectivity issues.
- Support distribution of RSA Key Fobs and IronKey devices.
- Assist users with video conference scheduling and setup.
- Escalate complex issues to appropriate IT support teams.
- Support additional IT initiatives and enterprise applications as needed.
Required Qualifications
- Minimum 4 years of Service Desk/Desktop Support experience.
- Experience providing remote phone support in an enterprise environment.
- Strong troubleshooting skills for desktops, laptops, printers, tablets, iPads, and iPhones.
- Excellent written, verbal, and interpersonal communication skills.
- Strong customer service and problem-solving abilities.
- Ability to quickly learn new technologies and work independently with minimal supervision.
Technical Skills
Experience supporting:
- Windows 10
- Microsoft Office 2016 / Office 365
- Microsoft Outlook 2013/2016/O365
- Microsoft Intune & Webmail
- Cisco Jabber / Meeting Place
- Active Directory / Active Roles / Quest Password Manager
- SAP and Maximo (password unlocks/resets)
- VPN connectivity
- Remote Desktop (RDP)
- Enterprise desktop hardware and peripherals
Education
- Associate degree in Information Systems or related field required.
- Bachelor's degree preferred.
If you're an experienced IT Support professional with strong desktop troubleshooting skills and excellent customer service experience, we'd love to hear from you!