24/7 IT Help Desk Analyst (On-Call)

Talentify; City of Rochester (NY); On-site; USD 52,000 - 76,000; Full time

Job summary

Excellus is seeking a Service Desk Analyst to support the Information Technology Division with triage, resolution, and reporting for IT problems and requests. This role provides on-call rotation 24x7x365 along with onsite coverage during core and non-core hours, including nights, weekends, and holidays as needed by Management.

You will log incidents, perform first-line diagnosis, communicate updates to users, and resolve issues related to desktops, printers, VPN, and mainframe-apps, while

Qualifications

• Associate degree in Computer Science or IT or two years related work experience.
• Strong knowledge of all Microsoft Operating Systems.
• Experience with Active Directory, Lotus Notes, Print Servers, Microsoft Office.
• A+ Certification or MCP/Windows 7/8/10 certs.
• Excellent interpersonal and communication skills.

Responsibilities

• Logs incident details with categorization and prioritization to final resolution.
• Provides first line investigation and diagnosis.
• Communicates with users, informing them of progress or outages.
• Resolves incidents related to desktops, printers, networks, VPN, and security access.
• Installs and configures standard software and drivers remotely.
• Keeps documentation and supports cross‑functional teams.

Skills

Windows OS

Active Directory

Lotus Notes

Print Servers

VPN

Security

Communication

Education

Associate degree in IT/CS

Tools

Citrix

Mainframe tech

Microsoft Office

Job description

Excellus is seeking a Service Desk Analyst to support the Information Technology Division with triage, resolution, and reporting for IT problems and requests. This role provides on-call rotation 24x7x365 along with onsite coverage during core and non-core hours, including nights, weekends, and holidays as needed by Management.

You will log incidents, perform first-line diagnosis, communicate updates to users, and resolve issues related to desktops, printers, VPN, and mainframe-apps, while