Service Desk Analyst

Position Overview

Ampcus Inc., a globally certified provider of comprehensive technology and business consulting services, is seeking a motivated and skilled Service Desk Analyst to join our dynamic team. This role is based in Niagara Falls, NY, and offers an opportunity to deliver exceptional IT support to end users while contributing to the efficiency and productivity of our organization. The ideal candidate will serve as the first point of contact for technical assistance, ensuring prompt resolution of issues and maintaining high standards of professionalism and customer service.

Key Responsibilities

The Service Desk Analyst will be responsible for handling a wide range of technical support requests through multiple channels, including telephone and email. The primary duties include:

• Incident Management: Receive, document, and resolve incoming help desk requests from end users in a courteous and professional manner, ensuring all pertinent information is accurately recorded.
• Ticket Administration: Utilize the Footprints ticketing system to create, track, and resolve support tickets efficiently, ensuring timely follow-up and closure.
• Remote Troubleshooting: Access and troubleshoot end-user systems remotely via RDP to diagnose and resolve technical issues, including connectivity problems, performance degradation, and software malfunctions.
• Password and Access Management: Perform password resets, resolve VPN access issues, and manage RSA Key Fobs and Iron Key Devices to ensure secure and uninterrupted access for end users.
• On-Site Support: Provide hands-on desktop support, including the installation, configuration, and upgrading of software, as well as resolving hardware issues related to laptops, desktops, printers, and mobile devices (e.g., iPads, tablets, and smartphones).
• Collaboration and Escalation: Work closely with other IT support teams to escalate complex issues when necessary, ensuring a seamless resolution process and minimizing downtime for end users.
• Conference Support: Assist customers with scheduling and managing video conferences, ensuring smooth and efficient communication across the organization.
• Extended Hours Support: Provide technical assistance during extended hours, including evenings and weekends, to accommodate the needs of a global workforce and ensure continuous operational support.

Required Qualifications

To excel in this role, candidates must meet the following qualifications:

• Experience: Minimum of 4 years of prior demonstrated experience in a help desk or technical support role, with a proven track record in remote phone support and issue resolution.
• Technical Proficiency: Strong general troubleshooting skills across a variety of hardware, including laptops, desktops, tablets, smartphones, and printers. Familiarity with Windows 10, Microsoft Office (2016/O365), Outlook (2013/16/O365), Intune, Webmail, Cisco Jabber/Meeting Place, Active Directory, Active Roles, Quest Password Manager, SAP, Maximo, and other enterprise applications.
• Communication Skills: Exceptional written and oral communication abilities, with a focus on building rapport, active listening, and effective questioning to diagnose and resolve technical issues.
• Problem-Solving: Ability to absorb and retain technical information quickly, work independently with minimal supervision, and resolve issues efficiently under pressure.
• Physical Requirements: Capable of sitting for extended periods and performing hands-on technical support when required.
• Education: Associate degree in Information Systems is required; a four-year college degree is preferred.
• Flexibility: Willingness to support other IT groups as needed and adapt to changing priorities in a fast-paced environment.

Why Join Ampcus?

Ampcus Inc. is committed to fostering an inclusive and diverse workplace where all employees are valued and respected. We are an Equal Opportunity Employer, and our hiring practices are guided by principles of fairness and equality. If you are a motivated professional with a passion for IT support and a dedication to delivering outstanding service, we encourage you to apply and become part of our growing team.