Service Desk Analyst
$60,000–$62,000 year
On-site · Schenectady, New York, United States
Job Summary
Serve as the initial point of contact for service requests and incidents from campus constituents (faculty, staff, and students); perform basic troubleshooting for software, hardware, networking, and telecommunications issues; document interactions in the ticketing system; escalate unresolved issues to appropriate teams; contribute to knowledge base and process improvements; provide technical guidance and training support to end users; assist with mentoring work-study staff and support technologies that enhance the campus technology experience; collaborate with Service Desk staff, Tier II analysts, and ITS teams to deliver effective and professional service.
Required Qualifications
- Bachelor’s degree in a related field, or an Associate’s degree combined with relevant professional experience
- Minimum of two years of experience providing technical support in mixed computing environments, including Windows and macOS; familiarity with Linux preferred
- Experience using service desk or ticketing systems to document, track, and resolve technical issues
- Strong organizational, planning, and time-management skills with the ability to prioritize work effectively
- Excellent verbal and written communication skills, with the ability to support users with varying levels of technical proficiency
- Ability to contribute to a collaborative, team-oriented work environment and support institutional priorities
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