Dumac Business Systems East Syracuse , NY 13057
Posted Yesterday
Who You Are
As a Help Desk Analyst, you will work directly with customers over the phone & email to coordinate and complete the implementation and support of cutting-edge and legacy vertical applications in point-of-sale technology; ensuring all facets of system (hardware, software, networking, etc.) are functioning prior to turning system over to the training team.
What You'll Do
Answer live calls from customers in a fast-paced environment
Work through various hardware and software issues on a daily basis
Configures hardware/software/firmware to match customer specifications
Follows-up and supports existing customers
Coordinates with groups involved in projects
Performs set-up/configuration and/or training for projects assigned or helps others performing the same when requested
Work with level 2 and 3 technicians to ensure smooth hand-off of escalated calls
Works with minimal supervision and be proactive in answering tickets throughout the workday
Works 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
What You'll Bring to the Team
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
Read more about our benefits!
Work Environment
Ability to handle multiple priorities and demands in a fast-paced 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 Environment
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.
Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by DUMAC.
Compensation
The pay range for this position is $15.00 - $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. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
Dumac Business Systems