Help Desk Analyst

The Help Desk Analyst, as part of a team, is the primary contact with internal departments and vendors for the customer support area of Information Technology Services. This position provides coordination and administrative support for resolving problems related to personal computers, computer applications, telephones, voice mail, computer networks, and other information technologies.

In addition, the Help Desk Analyst receives customer requests for repairs and problem resolution maintaining the details of these requests in a Help Desk database; coordinates and monitors appointments for repair technicians; and performs other related duties as required. This position serves in a backup role as a technical support analyst for students, faculty and staff for the online and technical services offered by the University.

This is a full-time hybrid role with a minimum of two required days at Excelsior's home office of 7 Columbia Circle, Albany, NY, with the remainder of the days worked from home.

Duties and Responsibilities:

• First line of contact for staff computing issues. Responsible for actively monitoring the helpdesk phone line, email box, and the helpdesk queue.
• Provides tier 1 and 2 troubleshooting for Information technology services and escalates as needed.
• Perform repairs, maintenance, and installation of computer hardware, Software, MFP/printers, and various other hardware/software supported by ITS.
• Resolve connectivity problems such as direct wire, modem and LAN between PCs and servers.
• Implement, troubleshoot, maintain, and provide support for audio and video conferencing of remote and in-person University wide events using ZOOM and various multimedia hardware’s. This includes maintaining audio/visual equipment and researching new technologies to enhance all aspects of teleconferencing needs.
• Work on special duties or projects assigned by the Director of Technical Services such as hardware, software and network installations and configurations.
• Provide appropriate access to files, email, and university resources with extensive knowledge in Office365 and Active Directory
• Coordinate with technical support vendors regarding system changes and corrections of system problems, system resources and usage, system updates and enhancements with end-users and other support groups.
• Assist the Helpdesk team lead with Onboarding of new Staff.
• Assist in training staff on system use.
• Assist in cross training the Help Desk team.
• Contact outside technical support vendors to obtain documentation, information or support.
• Keep current on computer topics.
• Attend professional conferences and training courses as required.
• Other duties may be assigned.

Qualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience communicating and troubleshooting technical related information to customers in person or at a distance.
• 1-2 year experience supporting personal computers and network systems.
• Associates degree in Computer/Information Systems Required.
• Strong interpersonal skills with a desire to work in a team environment.
• Excellent organization and decision making skills.
• Ability to manage multiple priorities and meet deadlines while providing quality customer service and products.
• Ability to provide technical support for offsite customers over the phone or with remote tools.
• Working knowledge of supporting and conducting webinar services and utilizing authoring software is desired.
• Strong attention to detail and quality of work.
• Demonstrated attitude of positive customer service
• Ability to work with little supervision.
• Flexibility to work alternate shifts on an as needed basis.
• Demonstrated ability to learn new technology and a motivation to expand their knowledge and responsibilities.
• Excellent oral and written communication skills.
• Certification in HDI Support Center Analyst or equivalent preferred.
• Certification in CompTIA A+ or equivalent preferred.

The hiring salary range for this position is $50,000.00 - $56,000.00. The hiring salary range above represents the University's good faith estimate at the time of posting. Application Information

If you have problems with online submission, please call 518-608-8270.

Excelsior University offers competitive compensation and a generous benefits package that includes paid time off, retirement, and excellent health insurance. Interested candidates should submit a letter of application, resume, and the names of three professional references. Please submit requested information by clicking the Apply Now button on this page.

Excelsior University is an equal opportunity employer committed to ensuring all qualified applicants receive consideration for employment without regard to any legally protected characteristic.

AA/EOE/ADA

Excelsior University is an equal opportunity employer committed to ensuring all qualified applicants receive consideration for employment without regard to any legally protected characteristic.