Help Desk Specialist - WFH

About the Company

JOHN G. ULLMAN & ASSOCIATES, INC. is associated with this opportunity for an IT Help Desk Analyst supporting a financial services client.

About the Role

The IT Help Desk Analyst will serve as the first point of contact for employees experiencing technical issues. This role involves troubleshooting hardware and software problems, managing help desk tickets, documenting resolutions, and escalating complex issues when needed.

In addition to user support, the analyst will assist with IT operations, server backups, disaster recovery testing, system maintenance, and technical documentation. This position offers hands-on experience across help desk support, infrastructure, and IT operations.

Key Responsibilities

• Serve as the first point of contact for employees experiencing technical issues.
• Create, maintain, and close help desk tickets with detailed documentation.
• Troubleshoot hardware, software, and user issues remotely.
• Identify and implement effective technical solutions.
• Escalate unresolved technical issues to the appropriate IT support team.
• Install, configure, modify, and repair computer hardware and software.
• Maintain IT process and procedure documentation.
• Support daily IT administration and operational requirements.
• Diagnose and resolve server backup issues.
• Test backup hardware and software to verify successful recovery.
• Perform disaster recovery testing in sandbox environments.

Required Qualifications

• Associate's degree in Information Technology or at least 2 years of help desk experience.
• Experience working in a Microsoft Windows environment.
• Knowledge of automation products, databases, disaster recovery, and backup support.
• Strong technical troubleshooting and problem-solving skills.
• Ability to install, configure, modify, and repair computer hardware and software.
• Strong organizational and documentation skills.
• Customer service orientation, patience, and professionalism.

Preferred Qualifications

• Experience troubleshooting server backup issues.
• Experience conducting disaster recovery testing.
• Experience testing backup hardware and software.
• Experience maintaining IT processes and procedure documentation.

Location and Work Arrangement

• Location: Big Flats, NY 14845.
• Work arrangement: Onsite.
• Schedule: Monday through Friday during standard business hours.
• Local candidates are preferred; a relocation package is available.

Employment Type and Duration

• Employment type: Permanent.
• Number of openings: 1.

Salary and Compensation

Annual salary: $66,000.