24/7 IT Help Desk Analyst – Resolve & Support

TALENT Software Services; City of Albany (NY); On-site; USD 52,000 - 68,000; Full time

Job summary

Excellus is seeking a Service Desk Analyst to support the IT Help Desk and Information Technology Division. You will handle incident triage, resolution, and reporting, with on-call rotation 24x7x365 and on-site coverage during core and non-core hours, including nights, weekends and holidays as needed.

You will coordinate with Security, Network, Systems, and Applications teams, resolve desktop and mainframe issues, install software remotely, and maintain clear documentation to meet IT service

Qualifications

• Associate degree (or two years related work experience in lieu of degree).
• Thorough knowledge of all Microsoft Operating Systems.
• Experience with Active Directory, Lotus Notes, Print Servers, Microsoft Office, VPN and security concepts.
• Strong written and oral communication skills, both technical and non-technical.

Responsibilities

• Logs incident details, prioritizes codes, documents actions to resolution.
• Provides first line investigation and diagnosis.
• Communicates with users, informs of progress and outages.
• Resolves incidents on desktops, laptops, printers, scanners, mainframe/web apps, and network issues.
• Installs/configures standard software and drivers remotely.
• Keeps abreast of software/hardware used and supported.
• Collaborates with Security, Network, Systems, and Application teams.
• Maintains documentation for Help Desk and supports real-time issue management.
• Leads smaller projects as directed by Management.
• Provides on-call 24x7x365 support and shift coverage.

Skills

Interpersonal skills

Written & verbal communication

Analytical thinking

Problem solving

Customer service

Team collaboration

Prioritization under pressure

On-call availability

Education

Associate degree in Computer Science or Information Technology or relevant field

A+ Certification or MCITP or Windows 7/8/10 Certification

Job description

Excellus is seeking a Service Desk Analyst to support the IT Help Desk and Information Technology Division. You will handle incident triage, resolution, and reporting, with on-call rotation 24x7x365 and on-site coverage during core and non-core hours, including nights, weekends and holidays as needed.

You will coordinate with Security, Network, Systems, and Applications teams, resolve desktop and mainframe issues, install software remotely, and maintain clear documentation to meet IT service