Help Desk Analyst

Help Desk Analyst

Closing Date

October 4, 2022


Full Time


Albany, NY

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The Help Desk Analyst, as part of a team, is the primary contact with internal departments and vendors for the customer support area of Technology and Facility 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:
  • Receive telecommunications, networking and personal computer requests for repairs and resolutions of problems, and performs installations and changes (MACS) with desktop and telephone systems as needed.
  • Perform repairs, maintenance, and installation of personal computer hardware and software, and of telephone sets and wiring.
  • Resolve connectivity problems such as direct wire, modem and LAN between PCs and servers.
  • Implement virtual conferencing and audio and video recordings for staff to include coordinating all aspects of virtual meetings and recordings from planning to finalizing videos and includes identifying best methods for webinars and recordings.
  • Troubleshoot and test media equipment and research new technologies to enhance all aspects of video multimedia.
  • Provide expert project support including the set-up and maintenance of equipment for audio, video conferencing and teleconferencing needs.
  • Work on special duties or projects assigned by the Director of Technical Services such as hardware, software and network installations and configurations.
  • Troubleshoot data and voice network connections.
  • 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 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.


  • Associates degree in Computers/Information Systems or related degree
  • 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.
  • 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.

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.

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