Service Desk Analyst

Service Desk Analyst

Our client, a Health Insurance company, is looking for a Service Desk Analyst for their Colonie, NY/ Latham, NY location.

Responsibilities:

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.
• 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.

Requirements:

• 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.

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities