Yesterday
Top Secret
$70,000 - $80,000
No Traveling
IT - Support
Schenectady, NY (On/Off-Site)
The Help Desk Analyst is responsible for ensuring IT customer service and incident
resolution are handled with speed and self-service abilities. They will also address root
causes of technical incidents which may require specialized entities to resolve and remain
familiar with and the ability to support older technologies.
Candidates must have an active Top Secret or Q clearance to qualify.
Key Responsibilities:
Call Center
o Triage tickets via two (2) communication channels: telephone, web, and walk-ins.
Current Help Desk provides phone support and support through tickets submitted
by personnel via the web
o Maintain ticketing system knowledgebase through flagging incorrect articles and
making minor edits or revisions, as well as suggesting new articles and deleting
outdated articles
Account Management
o Resolve account lockouts / Two-factor authentication (2FA) blocks
o Manage account creations, enablement, disablement, and terminations
o Issue new passwords, temporary passwords, new 2FA credentials
o Manage need-to-know (permissions) for accounts
Hardware
o Troubleshoot and resolve basic hardware issues for hardware peripherals
o Troubleshoot and diagnose hardware issues for escalation to desktop support to
perform repairs
o Create work orders for desktop support to move, add, or change computers and/or
peripherals
Software
Signed by Alexander Alaynick | alex.alaynick@gmail.com | 7/28/2025 4:53:50 PM UTC | 166.194.188.65
o Troubleshoot and resolve basic software issues for both commercial-theshelf (COTS) software products, as well as in-house developed applications
o Assist in obtaining new software licenses for customers
Miscellaneous
o Troubleshoot and resolve basic web or SharePoint issues
o Assist with issues regarding shared folders or groups
o Troubleshoot and resolve basic computer support or software questions
o Provide training for basic computing questions or tasks
Requirements:
o High school diploma
o IT help desk/call center experience, minimum required years can vary depending on
highest degree level:
o High school diploma + 7 years
o Associate's Degree + 5 years
o Bachelor's Degree + 1 year
o Basic understanding of MS Office software suite
o Basic understanding of computer equipment and core client system software
Strong customer service skills
o Experience presenting technical solutions and concepts through verbal and written
communications in a clear and concise manner
o Active Q or Top Secret security clearance
Preferred Qualifications:
o A+, Sec+, HDI certification or similar certification with supervisor approval
o Excellent customer support experience and soft skills to ensure end-user
satisfaction
o Ability to multi-task and prioritize requirements and end user requests as required
o Triage and basic troubleshooting/resolution
o Ability to collaborate with other help desk analysts
o Ability to demonstrate proven success with adaptability – willingness to evolve with
technology while ensuring data accuracy standards
resolution are handled with speed and self-service abilities. They will also address root
causes of technical incidents which may require specialized entities to resolve and remain
familiar with and the ability to support older technologies.
Candidates must have an active Top Secret or Q clearance to qualify.
Key Responsibilities:
Call Center
o Triage tickets via two (2) communication channels: telephone, web, and walk-ins.
Current Help Desk provides phone support and support through tickets submitted
by personnel via the web
o Maintain ticketing system knowledgebase through flagging incorrect articles and
making minor edits or revisions, as well as suggesting new articles and deleting
outdated articles
Account Management
o Resolve account lockouts / Two-factor authentication (2FA) blocks
o Manage account creations, enablement, disablement, and terminations
o Issue new passwords, temporary passwords, new 2FA credentials
o Manage need-to-know (permissions) for accounts
Hardware
o Troubleshoot and resolve basic hardware issues for hardware peripherals
o Troubleshoot and diagnose hardware issues for escalation to desktop support to
perform repairs
o Create work orders for desktop support to move, add, or change computers and/or
peripherals
Software
Signed by Alexander Alaynick | alex.alaynick@gmail.com | 7/28/2025 4:53:50 PM UTC | 166.194.188.65
o Troubleshoot and resolve basic software issues for both commercial-theshelf (COTS) software products, as well as in-house developed applications
o Assist in obtaining new software licenses for customers
Miscellaneous
o Troubleshoot and resolve basic web or SharePoint issues
o Assist with issues regarding shared folders or groups
o Troubleshoot and resolve basic computer support or software questions
o Provide training for basic computing questions or tasks
Requirements:
o High school diploma
o IT help desk/call center experience, minimum required years can vary depending on
highest degree level:
o High school diploma + 7 years
o Associate's Degree + 5 years
o Bachelor's Degree + 1 year
o Basic understanding of MS Office software suite
o Basic understanding of computer equipment and core client system software
Strong customer service skills
o Experience presenting technical solutions and concepts through verbal and written
communications in a clear and concise manner
o Active Q or Top Secret security clearance
Preferred Qualifications:
o A+, Sec+, HDI certification or similar certification with supervisor approval
o Excellent customer support experience and soft skills to ensure end-user
satisfaction
o Ability to multi-task and prioritize requirements and end user requests as required
o Triage and basic troubleshooting/resolution
o Ability to collaborate with other help desk analysts
o Ability to demonstrate proven success with adaptability – willingness to evolve with
technology while ensuring data accuracy standards
group id: 10119051
