Help Desk/Desktop Support Analyst

We are looking for a customer-focused Help Desk/Desktop Support Analyst to join a financial services organization in Albany, New York. This contract opportunity is ideal for an IT support specialist who enjoys diagnosing technical issues, assisting end users, and delivering dependable day-to-day support. In this role, you will handle a wide range of desktop and service desk needs while helping maintain a smooth and responsive support experience across the business.

Responsibilities:
• Diagnose and resolve first-level technical issues involving Windows systems, Microsoft 365 applications, user access, and common desktop software
• Administer routine Active Directory tasks such as password resets, account updates, and new user setup
• Record, track, and update support incidents in ticketing platforms such as Jira, ServiceNow, or comparable systems
• Provide hands-on and remote support for printers, scanners, workstations, and other end-user hardware
• Route more advanced or specialized problems to the appropriate IT teams with clear notes and complete issue history
• Communicate status updates, expected timelines, and resolution details to users in a clear and timely manner
• Support everyday troubleshooting for endpoint devices and peripherals to minimize disruption to business operations

Qualifications:

• At least 1 year of experience in help desk, desktop support, service desk, or a similar technical support role
• Working knowledge of Active Directory for user administration and account support
• Experience using ticket management tools such as Jira, ServiceNow, Zendesk, or related platforms
• Familiarity with Microsoft Windows 10 and general Microsoft desktop environments
• Solid problem-solving skills with the ability to troubleshoot technical issues efficiently
• Strong verbal and written communication skills with a customer-service-oriented approach
• Ability to organize multiple support requests and adapt in a fast-paced environment
• Prior experience in financial services, banking, healthcare, or another regulated setting is a plus

Compensation

$20.00-$24.00 Hourly

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