Technology Support Analyst II

Addison Group; City of Albany (NY); On-site; USD 62,000 - 68,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

Addison Group in Albany, NY is seeking a Technology Support Analyst II to diagnose and resolve hardware, software, and network issues for end users. You will manage end-user devices and contribute to timely service requests.

The role requires a high school diploma with 2 years of tech support experience, familiarity with Windows/macOS and Office, strong communication, and a desire to learn. Eligible benefits include medical, dental, vision, and a 401(k).

Qualifications

• Minimum of 2 years of experience in technical support roles.
• Proficient in Windows and macOS operating systems and Microsoft Office Suite.
• Strong customer service and communication skills for end-users of varying technical levels.
• Basic understanding of networking concepts and protocols.
• Certifications such as CompTIA A+, MCDST, or equivalent are desirable.

Responsibilities

• Technical Support: diagnose and resolve hardware, software, and network issues for end-users.
• Device Management: setup and maintain end-user devices (desktops, laptops, mobile devices, peripherals).
• Ticket Management: log, track, and resolve service requests in the ticketing system.
• Escalations: collaborate with first-line support and escalate complex issues.
• Proactive Problem Solving: identify recurring issues and suggest long-term solutions.
• End-User Education: assist in training sessions to improve efficiency.
• Documentation: maintain user-friendly IT procedures and guides.
• Team Collaboration: work with the Technology Support Lead and IT staff to improve service delivery.

Skills

Customer service

Technical troubleshooting

End-user education

Communication

Team collaboration

Education

High School Diploma or equivalent

Associate's degree or technical certification (preferred)

Tools

Windows

macOS

Microsoft Office Suite

Ticketing system

Job description

Role: Technology Support Analyst II

Location: Albany, NY

Pay Rate Range: $62,400–$68,400 / year

Benefits: This position is eligible for medical, dental, vision, and 401(k).

Job Responsibilities

• Technical Support: Assist with diagnosing and resolving hardware, software, and network issues for end-users, ensuring efficient and timely resolutions.
• Device Management: Support the setup, configuration, and ongoing maintenance of end-user devices, including desktops, laptops, mobile devices, and peripherals.
• Ticket Management: Log, track, and resolve service requests and incidents using the organization's ticketing system, ensuring clear communication and timely updates.
• Escalations: Collaborate with the first-line support team, escalating unresolved or complex issues to the Technology Support Lead or other specialized teams.
• Proactive Problem Solving: Identify recurring technical issues, providing recommendations for long-term solutions and improvements.
• End-User Education: Assist with training sessions to help users improve efficiency and reduce common technical problems.
• Documentation: Maintain and update user-friendly documentation for common issues, solutions, and IT procedures.
• Team Collaboration: Work closely with the Technology Support Lead and other IT staff to improve service delivery and enhance the overall support experience.

Requirements

• High school diploma or equivalent is required, and an associate's degree or technical certification is preferred
• Minimum of 2 years of experience in technical support roles, with hands‑on experience in hardware and software troubleshooting
• Must be familiar with Windows and macOS operating systems, Microsoft Office Suite, and common productivity applications
• Strong customer service skills, with the ability to communicate effectively with end-users of varying technical levels
• Basic understanding of networking concepts and protocols
• Willingness to learn and adapt to new technologies and procedures
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable
• Must have the integrity, enthusiasm, and willingness to represent company in the most professional, positive manner

Why choose Addison IT?

• Pay: We negotiate high salaries using U.S. Bureau of Labor Statistics
• Benefits & Bonuses: You are eligible for medical, dental, vision insurance benefits, 401K, and monetary bonuses
• Permanent Employment: Many of Addison’s job openings lead to potential permanent employment
• Connections: You connect directly with hiring managers from renowned organizations
• Options: You are presented multiple employment options near your home
• Professional Development: You are provided hiring process advice, resume revision, and employment term negotiation

Addison Group is an Equal Opportunity Employer.

Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Addison Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.