Service Desk Analyst

2 weeks ago

Albany, NY, United States Cogent Infotech Corp Full time
Title: Service Desk Analyst
Location: Albany, NY (Onsite)
Duration: 12 months contract

About Cogent Infotech
At Cogent Infotech, we believe in creating opportunities that empower individuals and transform organizations. With over 21 years of excellence in consulting and talent solutions, we pride ourselves on building inclusive workplaces and driving innovation in everything we do. Our diverse teams bring unique perspectives to help deliver cutting-edge solutions to global clients across both public and private sectors.

Position Summary
The client is seeking a Service Desk Engineer to supplement the Service Desk Team. Entry level position with an emphasis on customer service. Must be about to lift 50lbs, no racking required, mostly computer setup.

Key Responsibilities
  • Support end users via telephone, email, ticketing system and in-person
  • Support approved applications including but not limited to Office365, Windows, Salesforce, SharePoint, Webex, Jira, SAS, Treat, MatLab, ArcGIS, Intune and others
  • Assist users with booking, setting up, configuring and launching Webinars
  • Assist users with A/V equipment and issues in the conference rooms
  • Configure, deploy and support all computing hardware in use including laptops, desktops, zero and thin clients, Chromebooks, Mobile Devices and be knowledgeable in their use and support.
  • Update and support the virtual machine pools in use at working with Network Operations to ensure that all pools are updated, secure and operable for users
  • Support all aspects of user account management including, but not limited to, password resets, access, and permissions.
  • Maintain an up-to-date asset inventory and conduct regular rotating audits of equipment
  • Insure that has the licenses needed to operate its approved software and coordinate with vendors and management to procure more when necessary.
  • Maintain an up-to-date pool of loaner computing devices for the Authority's use and train users in their booking and operation
  • Train end users in the correct, safe and efficient operation of all supported devices, equipment, software and services.
  • Configure, maintain and support all supported Mobile Devices
  • Be the Primary and Secondary Point of Contact with vendors for supported Service Desk hardware and services such as, but not limited to, Webex, Mobile Phones, A/V equipment, PC Hardware and Service Desk Software Services
  • Maintain a supply of configured, updated computing hardware and accessories on hand for new hires and break/fix.
  • Be responsible for moving and setting up hardware for new hires and employee moves
  • Examine forwarded emails for signs of Phishing or Scams and forward to the ISO for recording and action if necessary.
  • Support remote sites in NYC, Buffalo and West Valley New York via remote and limited in-person means
  • Research new and developing trends in Information Technology and how they can be applied to further the Authority's goals and vision
  • Perform other responsibilities as assigned.


Required Qualifications and Skills
  • Knowledge of networking technologies and how end users interact with them
  • Strong knowledge supporting the Windows operating system
  • Working knowledge of IP addressing, DHCP, DNS and other core networking concepts
  • Experience working with external vendors and maintaining vendor client relationships
  • Computing hardware deployment and imaging
  • Strong troubleshooting skills
  • A working knowledge of Active Directory support
  • Microsoft Office and other common desktop applications
  • Ability to work within a team as well as independently
  • Strong knowledge of VMware based virtual desktops, implementation and support
  • Excellent communication skills
  • Experience with help desk ticketing system
  • Ability to lift 50 pounds to desk height
  • Experience with asset management
  • Experience with mobile device management


Equal Opportunity & Inclusion Statement
Cogent Infotech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels welcome and valued. We encourage applications from individuals of all backgrounds, identities, abilities, and experiences. If you're excited about this role but don't meet every requirement, we still encourage you to apply

Application Process
Please submit your resume and a short cover letter through our online portal. Our process includes an initial resume review, a virtual interview, and a short technical assessment. If you need accommodations, feel free to inform us-we are happy to assist.

Join Us
At Cogent Infotech, your ideas matter. Join a purpose-driven organization that celebrates diversity, encourages collaboration, and invests in your future.

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