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Help Desk Analyst
Ref No.: 17-00509
Location: Albany, New York
Position Type:Contract
Start Date: 10/30/2017

Tailwind Associates, an EOE, has a contract opportunity with our client in Albany, NY for a Help Desk Analyst
Job Description:
Provides technical assistance, support, and advice to end users for hardware, software, and systems. Applies fundamental principles and concepts of position. Performs the more routine aspects and progresses to more varied and complex activities with development of additional knowledge and experience.

- Investigates and resolves computer software, hardware and network connectivity problems of users.
- Serves as a contact for users having problems using computer software, hardware, and operating systems.
- Determines whether problem is caused by hardware, software, network or system.
- Answers questions, applying knowledge of computer software, hardware, network or systems, and procedures.
- May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
- Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
- Talks to programmers to explain software errors or to recommend changes to programs.
- Manages, tracks a follows-up on IT Related calls through problem resolution.
- Calls software and hardware vendors to request service regarding defective products.
- Monitors automated alerting system and take appropriate actions when problem is detected.
- May test software and hardware to evaluate ease of use and whether product will aid user in performing work.
- May write software and hardware evaluation and recommendation for management review.
- May train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
- May install microcomputers, software, and peripheral equipment, following procedures and using hand tools.
- May conduct office automation feasibility studies, including work flow analysis, space design, and cost comparison analysis.
- May specialize by type of software, computer language, or computer operating system.

Mandatory Requirements:
  • A High School Diploma or equivalent.
  • Minimum two years satisfactory experience in an IT Help Desk/User Support environment.
Preferred Qualities:
  • Four-year college degree in Computer Science or Information Technology. A two year degree may be substituted for one year of required experience. A four year degree may be substituted for two years of required experience.
  • Experience using Service-Now software or relevant tool.
  • Experience supporting Microsoft Exchange and Microsoft Office suite of products including, Excel, Outlook, PowerPoint and word.
  • Relevant technical certifications including hardware (A+)
  • Experience in incident management including facilitating tickets and following up with resolvers through problem resolution.
  • Ability to work independently.

All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, sex or age.