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Service Desk Analyst

625 State St, Schenectady, NY 12305, USA Req #206
Tuesday, August 20, 2019

Provides customer service on a wide range of technical issues to internal MVP employees and external constituents in busy call center environment. Works scheduled phone support shifts comprising a significant portion of the workweek. Resets passwords and troubleshoots basic desktop PC issues. Process, routes and tracks incoming service requests. Performs basic desktop PC support mainly via telephone. Logs calls in trouble ticketing system. Provides follow-up phone calls and/or investigation when needed to meet call resolution goals. Performs account management including creating Active Directory accounts and processing terminations. Creates procedural documentation and training materials, trains coworkers on IT systems and procedures when needed. Fully and clearly documenting calls, including steps taken and resolution. Contributes to department and company goals and standard monthly individual goals. Monitors system availability in accordance with Service Level Agreements and applies escalation and notification policies appropriately. Develops knowledge base articles to support team’s incident management process. Interacts with networking, telecom, and other production support teams when resolving issues. Answers phone calls and written inquiries completely and accurately while meeting departmental guidelines. Primary interaction with customers will be via telephone, but scope of responsibility will also include responding to e-mail, walk-up inquiries, and other correspondence. Performs other duties as assigned.


Minimum Education: Two-year college degree in business or technology or equivalent customer service experience.

Minimum Experience: Two to five years work experience in IT customer-focused environment with strong technical (PC and Internet) aptitude.

Required Skills:
• Strong PC skills including demonstrated ability to touch-type and enter detailed information into trouble-ticketing system while interacting with customers on telephone.
• Excellent telephone communication skills; strong problem-solving skills; effective written and verbal communication skills and customer-oriented disposition with willingness to work through simple and complex issues on telephone.
• Ability to effectively troubleshoot routine desktop PC issues.
• Good basic skills with Microsoft Word, Excel, Web Browsers, and Outlook; knowledge of networking and file management concepts including using folders, moving files, renaming files, etc.
• Working knowledge of Active Directory, Cisco remote access, wireless concepts, Citrix, PC concepts, and operation.
• Familiarity with Web-based applications and concepts including a solid understanding of Web browsers, use of bookmarks, Website addresses, etc.
• Aptitude for learning more advanced troubleshooting techniques through combination of on-the-job training, self-paced learning, and formal classroom training opportunities.
• Ability to work independently and prioritize workload in effort to meet goals and objectives.

Preferred Skills:
• Prior IT Service Desk or Help Desk experience highly desired.
• Experience with a trouble-ticketing application a big plus.
• Microsoft or Help Desk Institute Certifications a big plus.

Other details

  • Job Family Information Technology & Transformation Services
  • Pay Type Hourly
  • 625 State St, Schenectady, NY 12305, USA