Service Desk Analyst

Job overview

The Service Desk Analyst role is onsite in Albany, NY. Compensation is $23.09–$24.58 per hour. The position supports Excellus’s Information Technology Division through its IT Help Desk and includes 24x7x365 on-call rotation and coverage during core and non-core hours, including nights, weekends, and holidays. The analyst provides first-line investigation, triage, reporting, and resolution for IT incidents and requests. By keeping users informed, documenting work, and coordinating with other IT teams, the role helps maintain the health plan’s computing environment and meet service-level agreements.

What you'll do

• Log and categorize incidents and requests through resolution
• perform first-line investigation and diagnosis
• communicate incident progress and upcoming changes or outages to users
• resolve desktop, laptop, software, application, network, remote connectivity, VPN, wireless, and security access issues
• install and configure standard software and updates remotely
• stay current on supported hardware and software
• coordinate with IT teams and subsidiary business partners
• report real-time issues
• support response to potential and confirmed virus attacks
• maintain process documentation
• lead smaller projects as directed
• provide on-call rotation support and shift coverage.

What we're looking for

Skills & competencies

service desk analyst

it help desk

albany ny

onsite

$23.09–$24.58 per hour

24x7x365 support

on-call rotation

incident triage

desktop support

active directory

vpn support

mindlance

Work arrangement

• Weekend coverage required

Why this role

Provides broad help desk support across desktop, network, application, remote access, and security issues, with 24x7x365 on-call rotation.

About the employer

Mindlance is hiring for this role. Industry: Offices of All Other Miscellaneous Health Practitioners. Sector: 62.