> Markdown version of [/jobs/ext/948983-it-service-desk-analyst](https://www.wearedevelopers.com/jobs/ext/948983-it-service-desk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# IT Service Desk Analyst

- **Company:** Cogent Inc
- **Location:** Lewiston, NY, United States
- **Experience:** Experienced
- **Salary:** $62,400.0 - $72,800.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Active Directory, Software Applications, Microsoft Outlook, Information Systems, Desktop Computing, Issue Tracking Systems, Virtual Private Networks (VPN), Jabber, Microsoft Office, Password Management, RSA (Cryptosystem), SAP (Applications), Webmail, Office365, Tablet Computers, Microsoft InTune, Laptops
- **Published:** June 30, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c39a243f4b716cab

## About the Role

Do you have experience in Windows?, Do you have a Associate's degree?, * 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 NYPA * Periodically support other IT Groups as needed, * Associate degree in Information Systems; 4 year college degree is preferred.

## Description

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)


## Related Videos

- [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software)
- [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app)
- [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure)
- [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org)
- [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers)
- [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most)

## Related Articles

- [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)
- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam)
- [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)