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Service Desk Analyst
Job Description
Job Title: Service Desk Analyst
Duration: 12+ Months
Location: Lewiston, NY
Pay rate range: $35.00 to $38.00
Hybrid 3 day onsite and 2 days onsite
Project Overview
The Service Desk Analyst will field incoming help desk requests from end users via both telephone and e-mail in a courteous/professional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. During work and extended hours.
Job Functions & Responsibilities
- Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteous/professional manner
- Access the Footprints ticketing system to create or resolve tickets
- Ability to RDP into a machine to fix an issue
- Preform password resets
- Resolve any VPN access issues Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications
- Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network)
Skills
- Minimum 4 years prior demonstrated experience
- Remote phone support
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
- Ability to absorb and retain information quickly
- Ability work independently with minimal supervision
- Sitting for extended periods of time
- General Troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers) Software application required to support Windows 10
- MS Office (versions 2016/O365)
- MS Outlook (versions 2013/16/ O365)
- Intune & Webmail
- Cisco Jabber / Meeting Place
- Active Directory / Active Roles / Quest Password Manager
- SAP & Maximo –password unlock / resets
- Enterprise\departmental applications specific to company
- Periodically support other IT Groups as needed
Education & Certifications
- Associate degree in Information Systems;4-year college degree is preferred.
LanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.
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Staffing Leader of the Year Anju Abel
CEO, LanceSoft
LanceSoft is proud to announce that its Chief Executive Officer, Anju Abel, has been honored with the prestigious "Staffing Leader of the Year" award at the 2025 TIARA Staffing Awards US. The award recognizes her visionary leadership and significant contributions to improving staffing processes, employee engagement, and workforce outcomes.
Anju Abel's leadership has been instrumental in transforming LanceSoft's global staffing operations. Her focus on innovation, employee satisfaction, and client-centric delivery has led to higher retention rates, a motivated workforce, and enhanced operational efficiency.
"This award is a testament to the incredible team at LanceSoft and our unwavering commitment to redefining staffing solutions," said Anju Abel. "I'm honored to receive this recognition and proud of the impact we continue to make in the lives of our clients and talent worldwide."
The judging panel highlighted Anju's ability to consistently deliver outstanding client success stories, exceed expectations, and foster professional development within her team. Her active community involvement and dedication to advancing the staffing industry were also key factors in her selection.
TIARA Awards are known for celebrating excellence, innovation, and achievement in the talent acquisition sector, and this accolade places Anju among the top leaders reshaping the future of workforce solutions.