Analyst, Help Desk Level I (Syracuse, NY)

A third-generation family-owned company, DUMAC is a leading solutions provider connecting point-of-sale software and hardware through professional services for the grocery/supermarket and the convenience fuel retail industries. Guided by our principle beliefs of innovation, agility, and commitment, DUMAC is dedicated to delivering innovative commerce solutions that provide our partners with offerings that enrich the experience of all the individuals they serve. Building on a heritage of 70 years of successful implementation and integration, DUMAC delivers the next generation of industry-leading technology solutions and support. Who You Are As a Help Desk Analyst, you will work directly with customers over the phone & email to coordinate and complete the implementation and support of cutting-edge and legacy vertical applications in point-of-sale technology; ensuring all facets of system (hardware, software, networking, etc.) are functioning prior to turning system over to the training team. What You'll Do * Answer live calls from customers in a fast-paced environment * Work through various hardware and software issues on a daily basis * Configures hardware/software/firmware to match customer specifications * Follows-up and supports existing customers * Coordinates with groups involved in projects * Performs set-up/configuration and/or training for projects assigned or helps others performing the same when requested * Work with level 2 and 3 technicians to ensure smooth hand-off of escalated calls * Works with minimal supervision and be proactive in answering tickets throughout the workday * Works with customers and DUMAC team members to resolve support calls while working on other projects; multi-tasking required * Participate in weekly rotation of after-hours on-call duty and working weekend shifts * Help with proper documentation of support call activity What You'll Bring to the Team * Associate degree in Computer Science or a closely related field, or equivalent experience * Ability to set up and configure various types of point-of-sale and computer systems by setting parameters in the software; thorough testing and debugging of the parameter settings * Ability to set-up, troubleshoot and test ethernet networks that utilize Windows 7, Windows 10, Windows 2016 & 2019 Server * Excellent written and verbal communication skills as well as interpersonal skills * Possess the accountability and personal responsibility to own and drive results * Ability to work independently and part of a team environment * Proficiency in Microsoft Office programs, including Outlook, Word, Excel and PowerPoint Preferred Qualifications * Possess excellent problem-solving and analytical skills * Ability to effectively manage multiple projects with strong organizational skills, attention to detail and logical problem-solving skills What We Offer * 401(k) savings plan match * Health coverage (medical, dental, vision) * HSA + employer contribution * Employer-paid life insurance * Short & long term disability * Legal/ID theft plans * Generous PTO and holiday schedule * Pet insurance Read more about our benefits! Work Environment Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Environment Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Other Duties/Changes This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by DUMAC. Compensation The pay range for this position is $17.00 - $20.00/hour. Base pay offered may vary depending on several factors including geographical location, skills, education, certifications, and experience. The total compensation package may also include other elements in addition to a full range of medical, financial and/or other benefits (401(k) eligibility, PTO), dependent on the position. If hired, employees will be in an "at-will" position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department performance, and market factors. EEO Statement DUMAC Business Systems, Inc. provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, parental status, genetic information, political affiliation, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP.