Service Desk Analyst

Consulting Solutions; City of Albany (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Consulting Solutions is seeking a Service Desk Analyst to provide first-level IT support in a fast-paced, 24x7 environment in the Albany area. You will troubleshoot incidents, support desktops and mobile devices, and document resolutions.

You will work with IT teams across security, networking, and applications, escalating complex issues and maintaining documentation. This role includes on-call duties and collaboration with interns and contractors.

Qualifications

• Associate degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Strong knowledge of Microsoft Windows and Microsoft Office environments.
• Experience with Active Directory, VPN, Citrix, networking, mobile computing, security, and enterprise applications.
• A+ or relevant Microsoft certification is preferred.
• Excellent customer service, communication, troubleshooting, and problem-solving skills.
• Ability to explain technical concepts to both technical and non-technical users.

Responsibilities

• Provide first-line investigation, diagnosis, triage, and resolution of IT incidents and service requests.
• Log, categorize, prioritize, and document incidents through resolution.
• Support desktops, laptops, printers, mobile devices, operating systems, applications, VPN, wireless, network connectivity, and security access.
• Install and configure standard software, updates, drivers, and other technology remotely.
• Communicate clearly with users regarding issue status, outages, and upcoming changes.
• Escalate complex issues and collaborate with IT teams to resolve problems efficiently.
• Maintain technical documentation, procedures, and knowledge resources.
• Monitor and communicate real-time issues while meeting established service-level agreements.
• Assist with security incidents, including potential malware/virus events.
• Provide guidance to interns, contractors, and temporary support staff as needed.
• Participate in smaller IT projects and initiatives.
• Participate in a 24x7x365 on-call/shift rotation, including nights, weekends, and holidays as needed.

Skills

Windows & Office

Active Directory

VPN

Citrix

Networking

Mobile computing

Security

Enterprise apps

Customer service

Communication

Troubleshooting

Problem-solving

A+ certification

Education

Associate degree in Computer Science / IT or related field

Job description

We are seeking aService Desk Analyst to provide first-level IT support, troubleshooting, and incident/request resolution in a fast-paced, 24x7 environment. This role serves as a key point of contact for end users and works closely with infrastructure, security, networking, and application teams to resolve technical issues and maintain high-quality service.

Key Responsibilities

• Provide first-line investigation, diagnosis, triage, and resolution of IT incidents and service requests.
• Log, categorize, prioritize, and document incidents through resolution.
• Support desktops, laptops, printers, mobile devices, operating systems, applications, VPN, wireless, network connectivity, and security access.
• Install and configure standard software, updates, drivers, and other technology remotely.
• Communicate clearly with users regarding issue status, outages, and upcoming changes.
• Escalate complex issues and collaborate with IT teams to resolve problems efficiently.
• Maintain technical documentation, procedures, and knowledge resources.
• Monitor and communicate real-time issues while meeting established service-level agreements.
• Assist with security incidents, including potential malware/virus events.
• Provide guidance to interns, contractors, and temporary support staff as needed.
• Participate in smaller IT projects and initiatives.
• Participate in a 24x7x365 on-call/shift rotation, including nights, weekends, and holidays as needed.

Qualifications

• Associate degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Strong knowledge of Microsoft Windows and Microsoft Office environments.
• Experience with Active Directory, VPN, Citrix, networking, mobile computing, security, and enterprise applications.
• A+ or relevant Microsoft certification is preferred.
• Excellent customer service, communication, troubleshooting, and problem-solving skills.
• Ability to explain technical concepts to both technical and non-technical users.

Consulting Solutions and its family of companies is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at: [e-mail]