Help Desk Analyst

As a Help Desk Analyst you will provide second tier technical support to the Star Group L.P. data network user community consisting of over 2000 users at multiple sites in a Citrix environment, Mobile devices, PC and laptops. You must be able to support enterprise applications. In addition to assisting users you need excellent problem solving and listening skills, and excellent communication skills to support the Star Group team members. Primary coverage is first shift with off hours and weekend support on a rotating, scheduled basis. During peak and seasonal periods, additional coverage is needed and team members are expected to be flexible.

Duties and Responsibilities:

• Processes requests from the SGP user community: Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in- person requests for assistance from users experience problems with hardware, software, Mobile devices, Jabber, VoIP, networking and other computer related technologies.
• Be proactive in resolving issues by working with users, technology team and/or vendors. Partner with the users, technology team and vendors to gather important insights to the issue, report, escalate and resolve problems.
• Focuses on customer centricity by achieving first call resolution and assist with root cause analysis
• Processes all access requests, user profiles application requests, change request and associated incident tickets and tracking in a timely manner in accordance with SOX & PCI adherence, follow company guidelines, policies and procedures. Tickets are completed in priority order.
• Analyzes and resolves PC, Windows Terminal, Mobile devices, printer, fax, cabling, miscellaneous systems and Local Area Network (LAN) and WAN problems. Engage technical support members as needed.
• Performs log, profiles, equipment and software audits as required; performs equipment and software inventories as required. Support technology set up for training rooms and conference rooms for classes, meetings, and presentations.
• Works with telco carriers calling in data circuit or voice circuit issues. Follows up with carriers as to status of problems until resolved, verifying results with the locations. Works with users on resolving first tier issues with wireless devices, such as iPhones, Androids, iPads, Handheld devices, tablets, etc.
• Performs problem trend analysis, so that the team can work proactively to resolve issues before they become chronic or repeater problems. Closes out tickets and notifies users of completion. Confirm with the user that a successful resolution was achieved.
• Performs testing with all user related projects such as Multiview, ERP/Energy, LMS, HRIS, Mobile & Web Apps, and other internal applications. Documents results and works as part of implementation team.
• Mobile device account management and managing an enterprise mobile account with over 3000 lines
• Procurement and fulfillment of hardware requests, purchasing and inventory control.

Requirements:

• Demonstrates character, integrity and ethical values.
• Adheres to the policies regarding acceptable behavior
• Must have working knowledge or familiarity with Microsoft Office, Outlook, Word, Excel, Access, System monitoring tools, Solar Winds, licensing, IT audits, etc.
• Understands the impact and importance of Sarbanes-Oxley and internal control; develops appropriate skills for compliance; seeks education on new policies or processes; participates in training awareness programs.
• Availability to travel to Star Group sites; approximately 10%.
• High School Diploma with a certificate from a 6 to 12 month Information Technology program or related experience with three (3) plus years customer service experience and preferably in a technical environment
• 2 years of college preferred or technical program with combination of three years of work experience
• Excellent written and verbal skills

Benefits:

As a Help Desk Analyst, you will be part of an evolving organization that built its reputation on providing our customers with the best possible service. Our employees are, of course, one of the main keys to our continued success and so, we are committed to your professional development. As we continue to grow, you may find opportunities for advancement to roles of greater responsibility with us.

Your hard work and professional dedication will be rewarded with a competitive compensation and benefits package, including:

• Medical coverage (F/T staff)
• Dental coverage (F/T staff)
• Retirement Savings
• Plus more!