Analyst, Help Desk Level I (Syracuse, NY)

Summary

DUMAC Business Systems, Inc. is a leading solutions provider connecting point-of-sale software and hardware through professional services for the grocery/supermarket and convenience fuel retail industries. As a Help Desk Analyst, you will work directly with customers to implement and support vertical applications, ensuring all systems function properly before handoff to the training team.

Responsibilities

• 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

Skills

• 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
• 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

Qualifications

Must Haves

• 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

Nice to Haves

• 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

Benefits

• 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