Help Desk Support, Sr. responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support, Sr. uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support, Sr. advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Help Desk Support, Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
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.
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Requirements:
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:
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