Service desk analyst

Buffalo, NY. National Fuel. Service Desk Analyst.

FT. Benefits. 62,500- $70,000/Year.

Closing Date: November 5, 2025

National Fuel is seeking a Service Desk Analyst for an outstanding career opportunity in our Information Technology department at our Williamsville, NY headquarters. National Fuel is proud to have an inclusive workplace where hard work is rewarded and promotion from within is supported. We offer exciting career opportunities for talented and ambitious job seekers and encourage you to apply today.

PRIMARY RESPONSIBILITIES:

Serve as the first point of contact for IT-related inquiries and incidents, providing exceptional customer service via various channels (phone, email, chat, in person). Document incidents and service requests in a detailed and accurate manner, ensuring proper ticket management and adherence to established protocols. Support office and remote employees with hardware and software support including application deployment, and PC Imaging and deployment. Efficiently diagnose and resolve complex technical issues. Collaborate with vendor support and cross-functional teams to drive incident resolution. Contribute to the creation and maintenance of knowledge base articles and support documentation. Must be able to travel to multiple locations in support of IT needs in New York and Pennsylvania. On call required with 24x7 rotation.

MINIMUM QUALIFICATIONS:

1-3 years experience in desktop support or technical support role, demonstrating strong troubleshooting and problem-solving skills with a customer focus and a passion for delivering exceptional service. Call center or customer service experience. Experience working with Windows systems, including imaging, group policy, file/folder permissions. Hardware troubleshooting experience focused on modern desktop/laptop/tablet/printer equipment. Familiarity with ticketing systems and remote support tools and remote application deployment tools. Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.

PREFERRED QUALIFICATIONS:

High level of initiative, professionalism, with strong communications skills. Well organized and self-motivated with a focus on strong customer service and issue resolution. Exceptional analytical and problem-solving skills with strong technical competencies. 2-4 years experience in End User Computing, Desktop Support or Systems Engineering (or equivalent). Experience with Remote deployment and scripting in PowerShell/Batch.

HOW TO APPLY:

Any candidate offered a position with National Fuel will be required to successfully complete a pre-employment drug test. For confidential consideration, please submit your resume and cover letter (preferably in PDF format) by November 5, 2025, to [email protected]. Please reference position #25-069NY in the subject line of your email.