Star Group, LP
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Help Desk Analyst
role at
Star Group, LP
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.
Responsibilities
Process requests from the SGP user community: answers, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users with experience problems with hardware, software, mobile devices, Jabber, VoIP, networking and other computer related technologies.
Be proactive in resolving issues by working with users, technology team and/or vendors. Partner with users, technology team and vendors to gather important insights to the issue, report, elevate and resolve problems.
Focus on customer centricity by achieving first call resolution and assist with root cause analysis.
Process all access requests, user profiles application requests, change request and associated incident tickets and tracking in a timely manner in accordance with SOX & PCI adherence, follow company guidelines, policies and procedures. Tickets are completed in priority order.
Analyze and resolve PC, Windows Terminal, Mobile devices, printer, fax, cabling, miscellaneous systems and Local Area Network (LAN) and WAN problems. Engage technical support members as needed.
Perform log, profiles, equipment and software audits as required; perform equipment and software inventories as required. Support technology set up for training rooms and conference rooms for classes, meetings, and presentations.
Work with telco carriers calling in data circuit or voice circuit issues. Follow up with carriers as to status of problems until resolved, verifying results with the locations. Works with users on resolving first tier issues with wireless devices, such as iPhones, Androids, iPads, handheld devices, tablets, etc.
Perform problem trend analysis, so that the team can work proactively to resolve issues before they become chronic or repeat problems. Close out tickets and notify users of completion. Confirm with the user that a successful resolution was achieved.
Perform testing with all user related projects such as Multiview, ERP/Energy, LMS, HRIS, Mobile & Web Apps, and other internal applications. Document results and work as part of implementation team.
Mobile device account management and managing an enterprise mobile account with over 3000 lines.
Procurement and fulfillment of hardware requests, purchasing and inventory control.
Requirements
Demonstrates character, integrity and ethical values.
Adheres to the policies regarding acceptable behavior.
Must have working knowledge or familiarity with Microsoft Office, Outlook, Word, Excel, Access, system monitoring tools, SolarWinds, licensing, IT audits, etc.
Understands the impact and importance of Sarbanes-Oxley and internal control; develops appropriate skills for compliance; seeks education on new policies or processes; participates in training awareness programs.
Availability to travel to Star Group sites; approximately 10%.
High School Diploma with a certificate from a 6 to 12 month Information Technology program or related experience with three (3) plus years customer service experience and preferably in a technical environment.
2 years of college preferred or technical program with combination of three years of work experience.
Excellent written and verbal skills.
Mobile device account management and managing an enterprise mobile account with over 3000 lines.
Benefits
Medical coverage (F/T staff)
Dental coverage (F/T staff)
Retirement Savings
Plus more!
Your hard work and professional dedication will be rewarded with a competitive compensation and benefits package, including a rewarding career with an industry leader.
We are proud to be an equal opportunity employer, and are committed to a drug and alcohol-free workplace.
#J-18808-Ljbffr
Help Desk Analyst
role at
Star Group, LP
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.
Responsibilities
Process requests from the SGP user community: answers, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users with experience problems with hardware, software, mobile devices, Jabber, VoIP, networking and other computer related technologies.
Be proactive in resolving issues by working with users, technology team and/or vendors. Partner with users, technology team and vendors to gather important insights to the issue, report, elevate and resolve problems.
Focus on customer centricity by achieving first call resolution and assist with root cause analysis.
Process all access requests, user profiles application requests, change request and associated incident tickets and tracking in a timely manner in accordance with SOX & PCI adherence, follow company guidelines, policies and procedures. Tickets are completed in priority order.
Analyze and resolve PC, Windows Terminal, Mobile devices, printer, fax, cabling, miscellaneous systems and Local Area Network (LAN) and WAN problems. Engage technical support members as needed.
Perform log, profiles, equipment and software audits as required; perform equipment and software inventories as required. Support technology set up for training rooms and conference rooms for classes, meetings, and presentations.
Work with telco carriers calling in data circuit or voice circuit issues. Follow up with carriers as to status of problems until resolved, verifying results with the locations. Works with users on resolving first tier issues with wireless devices, such as iPhones, Androids, iPads, handheld devices, tablets, etc.
Perform problem trend analysis, so that the team can work proactively to resolve issues before they become chronic or repeat problems. Close out tickets and notify users of completion. Confirm with the user that a successful resolution was achieved.
Perform testing with all user related projects such as Multiview, ERP/Energy, LMS, HRIS, Mobile & Web Apps, and other internal applications. Document results and work as part of implementation team.
Mobile device account management and managing an enterprise mobile account with over 3000 lines.
Procurement and fulfillment of hardware requests, purchasing and inventory control.
Requirements
Demonstrates character, integrity and ethical values.
Adheres to the policies regarding acceptable behavior.
Must have working knowledge or familiarity with Microsoft Office, Outlook, Word, Excel, Access, system monitoring tools, SolarWinds, licensing, IT audits, etc.
Understands the impact and importance of Sarbanes-Oxley and internal control; develops appropriate skills for compliance; seeks education on new policies or processes; participates in training awareness programs.
Availability to travel to Star Group sites; approximately 10%.
High School Diploma with a certificate from a 6 to 12 month Information Technology program or related experience with three (3) plus years customer service experience and preferably in a technical environment.
2 years of college preferred or technical program with combination of three years of work experience.
Excellent written and verbal skills.
Mobile device account management and managing an enterprise mobile account with over 3000 lines.
Benefits
Medical coverage (F/T staff)
Dental coverage (F/T staff)
Retirement Savings
Plus more!
Your hard work and professional dedication will be rewarded with a competitive compensation and benefits package, including a rewarding career with an industry leader.
We are proud to be an equal opportunity employer, and are committed to a drug and alcohol-free workplace.
#J-18808-Ljbffr