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Help Desk Analyst - Lead

Company: IMG Information Management Group, Inc.
Location: Schenectady
Posted on: January 13, 2022

Job Description:

OverviewFounded in 1987, IMG has been a leading small business that exemplifies competence, integrity, and follow-through by consistently providing customer focused professional services derived from our knowledge of the customer, understanding of the requirements, development of our approach, proposal of our solution, delivery of our offerings, and the effective management of our services to ensure that our company is recognized for our relentless pursuit of improvement and for continually exceeding expectations. -IMG is looking for a Cleared Help Desk Analyst Lead to support a new project in Schenectady, NY. This individual must have an active DOE L clearance or an active DOD Secret clearance at a minimum. This individual will be a full-time employee and will be responsible for providing Help Desk services to coordinate and respond to Incidents and Service Requests made by end users, technical staff, and external vendors. -ResponsibilitiesHelp Desk Analyst Lead duties and responsibilities include:

  • Improve IT customer service and Incident Resolution speed through expanded service hours,self-service abilities, and skilled Help Desk staff in the areas of industry-standard IT products.
  • Improve efficiency and effectiveness by adopting Supplier-leveraged knowledgedatabases and best practices in the areas of customer reporting, logging, tracking, resolving of ITIncidents and Service Requests.
  • Improve efficiency and effectiveness by early identification and addressing of root causes oftechnical incidents, including working with specialized entities for resolution.
  • Have the ability to acquire skilled Help Desk support for new technologies early in their life cycle,while maintaining support for older technologies.Help Desk Analysts Lead will be required to perform the following non-inclusive list of tasks:
    • Perform work in accordance with all applicable FMP Standard Operating Procedures (SOPs),High Risk Procedures (HRPs) and corporate standard policies and procedures. Further, theLead shall be responsible for the Suppliers employee direction, welfare, safety, andcompliance to all site policies, practices, and procedures.
    • Implement best practices to conduct FMPs operations in as efficient and responsivemanner as possible.
    • Train new Help Desk Analysts.
    • Run standard metrics and generate reports for the IT Department.
    • Audit a subset of calls and tickets to ensure Help Desk Analysts are providing expectedcustomer service (e.g. polite greeting/conversation, understanding of the issue, ticketdocumentation, escalation and resolution).
    • Mentor Help Desk Analysts in resolving the most complex Help Desk tickets.
    • Understand escalation paths/monitor queue to ensure timely completion of Help Desk tickets.
    • Determine ticket strategy for outages.
    • Interface with the IT Department for emergent or known outages.
    • Write and approve knowledge articles. QualificationsCandidates must have the following combination of knowledge and skill to be considered:
      • Previous leadership/supervisory experience in an IT help desk/call center, with technicalunderstanding of the MS Office software suite, computer equipment (i.e. monitors, printers, scanners, CPU, network connections), and core client system software in a predominatelyWindows-based environment, and coupled with one of the following:
        • High School diploma or equivalent and a minimum of ten (10) years of relevantexperience; or Associate degree in related field from an accredited college oruniversity and a minimum of seven (7) years of relevant experience; or Bachelordegree in a related field from an accredited college or university and a minimum oftwo (2) years of relevant experience.
        • Demonstrated record of providing strong customer service skills.
        • Demonstrated ability to articulate technical solutions and concepts through verbal and writtencommunications in a clear and concise manner.
        • Demonstrated multi-tasking and prioritization abilities.
        • Strong organizational skills and ability to maintain schedules. COVID Vaccination: As required by Executive Order 14042 and the guidance provided by the Federal Workforce Task Force, all federal contractor employees are required to be fully vaccinated against COVID-19. If selected, you will be required to be submit proof of vaccination before your start date with IMG. IMG will provide additional information regarding what information or documentation will be needed and how you can request an exception from this requirement. -IMG COMPANY BENEFITS
          • Health, dental, vision, and life insurance
          • Short term and long term disability insurance
          • 401(k) with generous company match
          • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
          • 15 days of personal leave plus paid federal holidays
          • Professional development and training assistance -Information Management Group, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Keywords: IMG Information Management Group, Inc., Schenectady , Help Desk Analyst - Lead, Professions , Schenectady, New York

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