Service Desk Analyst (Remote Phone Support / Windows 10 / Active Directory)

Our client - a major utility firm based out of Westchester County, NY - has an immediate need for a Service Desk Analyst.

Details listed below:

Project Overview:

The Service Desk Analyst will field incoming help desk requests from end users via both telephone and e-mail in a courteoprofessional 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.

Job Functions & Responsibilities:

? Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteoprofessional manner ? Access the Footprints ticketing system to create or resolve tickets ? Ability to RDP into a machine to fix an issue ? Preform password resets ? Resolve any VPN access issues ? Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications ? Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network)

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. ? Periodically support other IT Groups as needed

Education & Certifications:

? Associate degree in Information Systems; 4-year college degree is preferred. For Immediate Response call , or send your resume to

TRIGYN TECHNOLOGIES, INC.

is an

EQUAL OPPORTUNITY

EMPLOYER and has been in business for 35 years. TRIGYN is an

ISO 9001

2015, ISO 27001:2013 (ISMS),ISO 20000:2018 and CMMI Level 5 certified company.