Service Desk Analyst

Service Desk Analyst

Primary responsibilities of the position are to assess, analyze, and identify sources of technical problems and implement appropriate technical solutions in response to requests from all campus constituencies (faculty, staff, and students). Duties include analyzing various system components within a complex operating system and application environment. The position coordinates and prioritizes service requests, contributes to efficient incident resolution through appropriate escalation and collaboration with technical teams, and supports the continuous improvement of service delivery through knowledge base development and process refinement.

In addition, the role provides technical guidance and training support to end users, assists with mentoring work-study staff as assigned, and contributes to evaluating and supporting technologies that enhance the campus technology experience.

Pay Status and Classification:
Exempt, Regular full-time

Supervisor:
Manager, Service Desk

Essential

Responsibilities and Duties:

• Service Desk Support and Incident Response Serves as the initial point of contact for service requests and incidents received via phone, email, walk-up, and the ticketing system. Provides timely, courteous assistance to faculty, staff, and students while adhering to established service desk standards. Performs basic troubleshooting for software, hardware, networking, and telecommunications issues, documenting all interactions and resolutions clearly within the ticketing system.
  
  Escalates complex or unresolved issues to the appropriate team or department in accordance with defined workflows and escalation procedures.
• Documentation, Knowledge Management, and Process Adherence Contributes to the creation, maintenance, and continuous improvement of knowledge base articles and service desk documentation. Follows established procedures, standards, and escalation paths to ensure consistent service delivery. Identifies opportunities for process improvements and communicates recommendations to appropriate staff.
• Customer Service and Collaboration Delivers a high level of customer service and professionalism, ensuring follow-up with users to confirm resolution and satisfaction. Works collaboratively with Service Desk staff, Tier II analysts, and other ITS teams to support institutional technology services. Assists with the support and training of work-study students, as assigned, under the guidance of the Service Desk manager.

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.
• Demonstrated knowledge of common operating systems, desktop applications, telecoms support, printer support and peripheral devices.
• 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.
• Proven ability to contribute positively to a collaborative, team-oriented work environment that supports institutional priorities and service excellence.
• Ability to support, contribute to, and strengthen a vibrant, culturally diverse, and inclusive learning community of students, alumni, faculty, and fellow colleagues.

Compensation:

The annual salary range for this position is $60,000-$62,000. Except for roles with a set rate of pay, the wage/salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The stated hiring rate/range represents the College's good faith and reasonable estimate of the rate/range of possible compensation at the time of posting.

Location:

Schenectady, NY

We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications. We are most interested in hiring the best staff and faculty colleagues, and recognize that a successful candidate may come from a less traditional career path. We encourage you to apply, even if you don't believe you meet every one of our preferred qualifications.

We offer exceptional benefits including:

• Generous Vacation, Sick, and Personal Time
• Winter Recess Break in Addition to Paid Holidays (in accordance with policy)
• Healthcare, Dental, and Vision Insurance (Flexible Spending and Dependent Care Accounts)
• Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness Programs
• Employee Scholarships toward Certifications, Seminars, Training and Professional Development
• Pre and Post Tax participation in a 403(b) Retirement Plan
• Salary Continuation…