Service Desk Analyst

Location: Full-time onsite work five days per week in Victor, NY, United States; not eligible for relocation assistance.

Starting base pay: $20.94–$27.91 per hour, subject to cost-of-living adjustments and other factors.

Company

CooperVision, a CooperCompanies business unit, manufactures contact lenses and develops products addressing vision challenges.

What you will do

• Provide first-level support to internal customers by phone, email, messaging, self-service requests, or in person.
• Create, document, analyze, and resolve hardware and software incidents in the IT Service Management system.
• Install, configure, evaluate, maintain, monitor, and troubleshoot client computing hardware and software while meeting published SLAs.
• Resolve service desk tickets or escalate them to other IT and business teams, communicating progress and maintaining customer relationships.
• Support users in highly virtualized global environments and participate in the out-of-hours support call rotation.
• Follow organizational policies and procedures and collaborate constructively with other IT teams.

Requirements

• At least two years of equivalent work experience, or an equivalent combination of education and experience.
• Extensive application support, hands-on hardware troubleshooting, and equipment support experience with laptops, desktops, mobile devices, and related equipment.
• A degree in computer information systems and/or professional qualifications with relevant work experience.
• Exceptional customer service, telephone, written, oral, interpersonal, listening, and questioning skills, including the ability to manage challenging situations and expectations.
• Proven analytical and problem-solving abilities, with the ability to prioritize and execute tasks in a high-pressure environment.
• Ability to research products and provide support, and to present ideas in business-friendly, user-centric language.
• Excellent technical knowledge of client computing hardware and software, including operating systems, applications, web browsers, antivirus, file management, and deployment tools.
• Working technical knowledge of current protocols, operating systems, and standards, plus excellent knowledge of mobile devices such as smartphones and tablets.
• Team-oriented approach and ability to work collaboratively.
• Permanent, ongoing authorization to work in the United States without current or future employer-sponsored work authorization is required; H1B, STEM OPT extensions, and TN status are not accepted.

Culture & Benefits

• Full-time employment in a collaborative, customer-focused environment guided by values including dedication, innovation, friendliness, partnership, and doing the right thing.
• On-call availability and participation in the out-of-hours support rotation are required.
• The role involves extended periods of sitting, computer use, and lifting or transporting computers and peripherals.
• The position may include additional compensation and benefits.
• Equal employment opportunity is provided regardless of protected characteristics.