Help Desk Analyst - Office of Information and Technology

Overview

SUNY System Administration is looking for tech-savvy applicants interested in joining our Office of Information Technology (OIT) department as a Helpdesk Analyst based out of Albany, NY. This is an entry level position that works with other OIT members and offices to provide first-level support for our users within System Administration and its affiliated offices, University-Wide Business systems, and University-Wide Network operations.

We are looking for a Helpdesk Analyst to have audio-visual support skills, moderate technical knowledge of computer hardware, operating systems, and office software applications along with great interpersonal and communications skills and a drive to learn and improve.

State

Title:

Programmer-Analyst (SL-2) |
Location: Albany, NY |
Category: Professional Positions |
Posted On: Fri Jan 30 2026

• Serve as point of contact for technical assistance for walk-in, chat, phone, conference room, and e-mail customers.
• Diagnose, troubleshoot, and resolve technical issues for hardware, software, and audio visual (AV) equipment.
• Redirect or escalate unresolved issues and requests to higher level support.
• Provide information on IT and AV products and services.
• Maintain records of problems and resolutions, maintain technical documentation on solutions to issues.
• Give thoughts on processes and how they may be improved.
• Configure computers for user deployment.

• Bachelor's degree from an accredited higher education institution.
• Excellent oral, written, and interpersonal communication skills; including the ability to explain technical concepts in non-technical terms.
• Ability to work and communicate with executive level staff in a professional manner.
• Knowledge of Microsoft Operating Systems, Microsoft Office
  365 Applications Suite, and Adobe Document Suite.
• Knowledge of mobile devices, computer hardware, and AV equipment.
• Ability to lift computer related hardware up to 40lbs.
• Willingness to adopt and/or learn technologies needed to support, maintain, and enhance the University's goals.

• Experience with Team Dynamix, ITIL, Networking, Information Security.
• Experience with other Microsoft Products (e.g. Server, Azure, Teams, Active Directory).
• Experience with non-Microsoft operating systems (e.g., Google Android, MacOS, iOS, Linux).
• Experience with creative software (e.g. Adobe Creative Suite, Autodesk, Word Press).

• Salary is dependent on a variety of factors, including but not limited to, experience, education, training, and certifications. The range for this position is $52,000-$57,000.
• State
  
  Title:
  
  Programmer-Analyst (SL-2).
• Applicants must be currently authorized to work in the United States on a full-time basis.
• Excellent Benefit Package which includes: NYS health insurance, free dental and vision coverage, competitive retirement options, tuition assistance, parental leave at full pay, and generous vacation, sick, and holiday time. Generous amount of time off: 13 days of paid holidays per year; 15 days of vacation and 15 days of sick time accrued for the first year of employment. Then increases thereafter.
  
  Please see our UUP benefits summary for additional information.

SUNY System Administration provides an outstanding and comprehensive benefits package to support you and your family through the many life changes you may experience while you work for SUNY. Our nationally recognized benefits include:

• Retirement:
  The choice between a fully funded pension plan and a self-driven defined contribution plan, along with two supplemental plans to increase your ability to save for retirement.
• Health Insurance:
  Several health insurance options at an affordable cost that provide full coverage without mandatory deductibles.
• Time Off:
  Paid time off with separate vacation and sick leave accruals up to 21 days a year for each category.
• Additional paid leave policy options for childbirth, adoption, elder care, and other family care situations.
• Flexible Working Arrangements:
  Flexible working arrangements, including hybrid schedules, are available depending on position.
• Please review our Excellent Benefits Package