Help Desk Analyst at Melville

Job Description

Our client located in Melville, NY is currently looking for a Help Desk Analyst with at least 1 year experience working on a Help Desk for this full-time position. Must be flexible with shift changes and working holidays/weekends when necessary.

• Provide support of one or more user systems (desktops, laptops, printers, peripherals, and handhelds)
• Identify known issues and apply appropriate resolutions or escalate to a higher tier group for resolution
• Reset and unlock users AD/AS400 accounts
• Handle incoming customer calls/ provide first-level Triage
• Gather information about the customer’s problem
• Create a ticket for all customer inquiries
• Perform troubleshooting and problem resolution/ communicate resolution to customer/ perform problem resolution follow-up
• Ability to map network drives/Printers
• Knowledge of MS Office/Outlook/Citrix
• General network trouble shooting
• Provide Support for Remote Access Services via VPN soft/hard token
• Provide first-level and second level general trouble shooting
• Provide PDA Support for Blackberry/ iPhone / Android/IPAD
• Provide status to pending trouble tickets in a timely fashion
• Review all open tickets on a regular basis and follow up
• Document and communicate steps taken in troubleshooting process
• Provide accurate information and documentation in the ticket
• Provide customer with ticket information and ticket number
• Provide customer with ticket status when requested
• Follow-up with customers when tickets are resolved in order to close ticket
• Maintain and Contribute to Knowledge Management

Job Requirements

• A minimum of 1 year of help desk support or serving in a similar IT Support role
• Analytical/technical troubleshooting skills in hardware and software
• Experience supporting desktop hardware in a Microsoft Windows environment
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Level 1 Knowledge of MS Exchange/Active directory
• AS400 experience a plus
• OS X experience is a plus
• Strong oral and written communications skills
• Candidates may be required to work holidays
• Weekends and non-standard schedules must be flexible and able to work any shift

Country: USA, State: New York, City: Melville, Company: IT Solutions, LLC.