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Service Desk Analyst

Albany, NY, US • Posted 3 days ago • Updated 3 days ago

Contract W2

Contract Corp To Corp

18 Months

On-site

$24 - $26/hr

Talent Software Services, Inc

Fitment

Dice Job Match Score™

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Job Details

Skills

SERVICE DESK ANALYST
DESKTOP SUPPORT
HELP DESK ANALYST
IT SUPPORT SPECIALIST
TECHNICAL SUPPORT ANALYST
DESKTOP ENGINEER
FIELD SUPPORT TECHNICIAN
END USER SUPPORT
EUC SUPPORT
DESKSIDE SUPPORT
ACTIVE DIRECTORY
AD
SERVICENOW
SERVICE NOW
INTUNE
MICROSOFT INTUNE

Summary

Summary Description: The Service Control/Operations Methodology at Client generally consists of the following disciplines:
Service Desk
Access Management
Asset and Configuration Management
Incident/Problem/Change Management
The Service Desk Analyst is specific to the Service Desk Function at Client through the IT Help Desk. The Service Desk Analyst role is to ensure resolution, reporting and triage for the Information Technology Division in regards to all IT problems and requests. This position provides on-call rotation support 24x7x365 along with onsite departmental coverage during both core and non-core hours including nights, weekends and holidays as deemed necessary by Management.

Essential Resource Responsibilities / Accountabilities:

Logs all relevant incident/request details, allocating categorization and prioritization codes, documenting successful and unsuccessful decisions made and actions taken, through to final resolution.
Provides first line investigation and diagnosis.
Communicates with users; keeping users informed of incident progress, notifying them of upcoming changes or outages.
Resolves incidents and/or requests in regards to desktop and laptop PC''s, printers, scanners, operating systems, 100 + mainframe, web and LAN applications, network issues, remote connectivity, handheld palm and blackberry computing, VPN home support, wireless issues and security access problems.
Installs and configures standard software, PC updates and needed PC drivers remotely.
Keeps abreast of all software and hardware used and supported by the organization.
Works closely with all IT areas (ex: Security, Network, Systems, Application Development) along with Subsidiary Business partners at Lifetime Care, Lifetime Health Medical Group and Med America.
Keeps management and peers informed of "real time " issues and/or problems and completes tasks in a timely manner as per the IT service level agreements.
Incumbent is heavily involved in potential and confirmed Virus attacks to corporate computers.
Provides direction and oversees Intern/Contract/Temp help as needed.
Prepares and maintains clearly written documentation (of processes) for use by Help Desk, other support departments, and end users.
Leads smaller size projects as directed by Management.

Minimum Resource Qualifications:

Associate degree in Computer Science, Information Technology or relevant field (or two additional years related work experience in lieu of degree).
Must have a thorough knowledge of all Microsoft Operating Systems.
Must have experience in, Active Directory, Lotus Notes, Print Servers, Microsoft Office Professional, Dial-In Protocol, Citrix, VPN, Internet, Intranet, mobile computing, Security, and mainframe technologies.
A+ Certification or Microsoft Certified IT Professional, Windows 7/8/10 Certified, Enterprise Desktop Support Technician.
Excellent interpersonal skills with a focus on rapport building, listening and questioning skills.
Strong written and oral communications skills both technical and non-technical.
Highly self-motivated with the ability to present ideas in user-friendly language.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Proven analytical and problem solving abilities and a keen attention to detail.
Ability to conduct independent research into a wide range of computing issues as required.
Excellent customer service skills.
Experience working in a team oriented collaborative environment.
This job requires shift work to ensure appropriate operations of the Health Plan computing environment 24x7x365

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: talmn001
Position Id: 26-05229
Posted 3 days ago

Company Info

About Talent Software Services, Inc

We pride ourselves in making sure that diversity in the workplace is at the forefront of our business. Our Founder, Dave Iacarella, is an Army Veteran who is committed to giving back to fellow Veterans. We are proud of our history of transitioning military Veterans into the workforce with companies that value their service. TALENT helps companies meet their veteran and diversity spend initiatives and requirements. We are committed to supporting veteran and diverse organizations.

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