NYPA - IT Service Desk Analyst L1

Position: NYPA - IT - 1433 - Service Desk Analyst L1
Opportunity Details

Full Time NYPA - IT - 1433 - Service Desk Analyst L1

White Plains, NY

Voyatek delivers outcome-driven technology solutions to public sector agencies and higher education institutions nationwide.

For example, our technology:

• Facilitates access to nutritious food for children of mothers participating in the WIC program
• Supports first responders in reducing opioid overdoses within their communities
• Empowers colleges and universities to identify and thwart financial aid fraud
• Equips teachers with valuable insights to identify students requiring additional support
• Enhances efficiency for state tax agencies, leading to 99% faster return processing and quicker refunds for taxpayers

With a focus on Tax & Revenue, Health & Human Services, and Justice & Public Safety, Voyatek combines the scale to support large complex projects with the agility and accessibility of a boutique solutions provider. Together, Voyatek and its customers work to improve population wellbeing, create safer communities, and foster a thriving economy.

We're more than a technology company -- we're an outcomes company.

We encourage our employees to think differently, ask tough questions, and relentlessly pursue what's best for our customers and the residents they serve.

We believe that the value of technology is defined by its human impact. If you agree, you've come to the right place.

Voyatek is seeking applicants to occupy the position of Service Desk Analyst within our team .

Key Responsibilities:

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)

Qualifications:

• 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 esets

• Enterprise epartmental applications specific to NYPA

• Periodically support other IT Groups as needed

Preferred Qualifications:

• Associate degree in Information Systems; 4 year college degree is preferred.

The wage range for this role reflects the wide array of factors considered in compensation decisions. These factors include, but are not limited to, skill sets, experience, training, licensure and certifications, and geographic location. Compensation decisions are based on the unique facts and circumstances of each case. A reasonable estimate of the hourly range is $ 26 .00 - $ 31 .00.

At Voyatek, we believe in supporting our employees with a comprehensive benefits package designed to enhance their well-being and professional growth. Please note that eligibility for certain benefits may vary based on your role and employment status.

• Flexible…