Service Desk Analyst
Lewiston, Niagara County, New York, 14092, USA
Listed on 2026-07-01
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IT/Tech
HelpDesk/Support, IT Support, Technical Support, Desktop Support
Location: Lewiston
Fully remote positions are prohibited. Hybrid schedules are permissible with a minimum of 3 days on-site depending on assignment and can be fully on-site depending on business needs. Remote work privileges can be revoked at any time.
Job Summary:
Project Overview
The Service Desk Analyst will field incoming help desk requests from end users via both telephone and e-mail in a courteous/professional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc.
during work and extended hours.
Job Functions & Responsibilities:
- Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteous/professional manner
- Access the Footprints ticketing system to create or resolve tickets
- Ability to RDP into a machine to fix an issue
- Preform password resets
- Resolve any VPN access issues
- Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications
- Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network)
- Minimum 4 years prior demonstrated experience
- Remote phone support
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
- Ability to absorb and retain information quickly
- Ability work independently with minimal supervision
- Sitting for extended periods of time
- General Troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers) Software application required to support
- Windows 10
- MS Office (versions 2016/O365)
- MS Outlook (versions 2013/16/ O365)
- Intune & Webmail
- Cisco Jabber / Meeting Place
- Active Directory / Active Roles / Quest Password Manager
- SAP & Maximo – password unlock / resets
- Enterprise epartmental applications
- Periodically support other IT Groups as needed
- Associate degree in Information Systems; 4 year college degree is preferred.
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit .
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.
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