About This Role
This Help Desk Analyst role provides second-tier technical support to the Star Group L.P. data network user community, which consists of over 2000 users across multiple sites. The role operates within a Citrix environment, supporting mobile devices, PCs, and laptops, and requires the ability to support enterprise applications. It suits a candidate with excellent problem-solving, listening, and communication skills to assist team members.
Responsibilities
- Process requests from the SGP user community, answering, evaluating, and prioritizing incoming telephone, voice mail, e-mail, and in-person requests for assistance with hardware, software, mobile devices, Jabber, VoIP, networking, and other computer-related technologies
- Be proactive in resolving issues by working with users, the technology team, and/or vendors; partner with them to gather important insights, report, escalate, and resolve problems
- Focus on customer centricity by achieving first call resolution and assisting with root cause analysis
- Process all access requests, user profiles application requests, change requests, and associated incident tickets and tracking in a timely manner in accordance with SOX & PCI adherence, following company guidelines, policies, and procedures; complete tickets in priority order
- Analyze and resolve PC, Windows Terminal, mobile devices, printer, fax, cabling, miscellaneous systems, and Local Area Network (LAN) and WAN problems; engage technical support members as needed
- Perform log, profiles, equipment, and software audits as required; perform equipment and software inventories as required; support technology setup for training rooms and conference rooms for classes, meetings, and presentations
- Work with telco carriers calling in data circuit or voice circuit issues; follow up with carriers as to the status of problems until resolved, verifying results with the locations; work with users on resolving first-tier issues with wireless devices, such as iPhones, Androids, iPads, handheld devices, tablets, etc.
- Perform problem trend analysis so that the team can work proactively to resolve issues before they become chronic or repeater problems; close out tickets and notify users of completion; confirm with the user that a successful resolution was achieved
- Perform testing with all user-related projects such as Multiview, ERP/Energy, LMS, HRIS, Mobile & Web Apps, and other internal applications; document results and work as part of the implementation team
- Manage mobile device accounts and an enterprise mobile account with over 3000 lines
- Handle procurement and fulfillment of hardware requests, purchasing, and inventory control
Requirements
- Demonstrate character, integrity, and ethical values
- Adhere to the policies regarding acceptable behavior
- Have working knowledge or familiarity with Microsoft Office, Outlook, Word, Excel, Access, system monitoring tools, Solar Winds, licensing, IT audits, etc.
