Help Desk Analyst

2 days ago

Syracuse, New York, United States DUMAC Business Systems, Inc. Full time
About the Role

We are seeking a highly skilled and motivated Help Desk Analyst to join our team at DUMAC Business Systems, Inc. As a Help Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Answer live calls from customers in a fast-paced environment
  • Work through various hardware and software issues on a daily basis
  • Configure hardware, software, and firmware to match customer specifications
  • Follow up and support existing customers
  • Coordinate with groups involved in projects
  • Perform set-up, configuration, and/or training for projects assigned or help others performing the same when requested
  • Work with level 2 and 3 technicians to ensure smooth hand-off of escalated calls
  • Work with customers and DUMAC team members to resolve support calls while working on other projects; multi-tasking required
  • Participate in weekly rotation of after-hours on-call duty and working weekend shifts
  • Help with proper documentation of support call activity
Requirements
  • Associate degree in Computer Science or a closely related field, or equivalent experience
  • Ability to set up and configure various types of point-of-sale and computer systems by setting parameters in the software; thorough testing and debugging of the parameter settings
  • Ability to set-up, troubleshoot, and test ethernet networks that utilize Windows 7, Windows 10, Windows 2016 & 2019 Server
  • Excellent written and verbal communication skills as well as interpersonal skills
  • Possess the accountability and personal responsibility to own and drive results
  • Ability to work independently and part of a team environment
  • Proficiency in Microsoft Office programs, including Outlook, Word, Excel, and PowerPoint
Preferred Qualifications
  • Possess excellent problem-solving and analytical skills
  • Ability to effectively manage multiple projects with strong organizational skills, attention to detail, and logical problem-solving skills
What We Offer
  • 401(k) savings plan match
  • Health coverage (medical, dental, vision)
  • HSA + employer contribution
  • Employer-paid life insurance
  • Short & long term disability
  • Legal/ID theft plans
  • Generous PTO and holiday schedule
  • Pet insurance
Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Compensation

The pay range for this position is $20.00/hour. Base pay offered may vary depending on several factors including geographical location, skills, education, certifications, and experience. The total compensation package may also include other elements in addition to a full range of medical, financial, and/or other benefits (401(k) eligibility, PTO), dependent on the position.

If hired, employees will be in an "at-will" position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department performance, and market factors.

EEO Statement

DUMAC Business Systems, Inc. provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, parental status, genetic information, political affiliation, disability, or veteran status.

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