Helpdesk Analyst (BBBH5613) Albany, New York

Tailwind Associates is seeking a HelpDesk Analyst for their Albany, NY client

POSITION SUMMARY:                                                                                                    

The Helpdesk Analyst’s primary responsibility is to provide 1st level technical support and problem resolution, primarily via phone.  This position is responsible for troubleshooting issues with all enterprise technology platforms and applications, responding promptly to customer needs and service requests, and meeting departmental SLA’s.  The Helpdesk Analyst is expected to work independently to identify, evaluate and recommend modifications to the production environment with the goal of improving the overall stability and performance of the technical environment.  The Helpdesk Analyst will perform basic system maintenance and will act as a resource for other engineering staff in the department as needed.


  • Interact with internal customers and serve as first level support to the end user.
  • Perform basic desktop/laptop and hardware/software installations.
  • Interact with developers, network engineers, business users, and software vendors to troubleshoot production related issues.
  • Assist users with VPN/VMView issues and train them to correctly access the system.
  • Maintain Outlook distribution lists for the organization. Add/remove users from Outlook and Active Directory.
  • Perform password resets for users at immediate time of request on multiple applications.
  • Reach out to vendors for support of printers, scanners and faxes and ensure they are meeting their SLA’s for repair time.
  • Communicate system/application outages and scheduled maintenance to the organization.
  • Respond quickly to high severity incidents, escalating to management at appropriate times.
  • Process equipment requests for new hires, moves and internal transfers.
  • Act as a point of contact to assist providers with access to the website.
  • Assist with various PC, telephonic and conference room issues when other staff is unavailable.
  • Gather necessary documentation and data for annual IT audits.
  • Assist the QA Manager with reporting and approving changes for deployment to production.
  • Display original thinking and creativity to generate suggestions for improving the technical environment of the network.
  • Exhibit sound and accurate judgment, including the appropriate people in decision-making process, in order to make timely decisions.
  • Work on multiple priorities to deliver SLA’s in a high volume Help Desk environment.
  • Excellent verbal, written and interpersonal skills are required to lead documentation initiatives, review and modify existing documentation, and to create FAQ repository and maintain an up to date FAQ repository by contributing new content.
  • Adapt to changing work priorities and a fast-paced environment while maintaining a professional attitude.
  • Maintain effective, cooperative working relationships with people both internally and externally as it relates to the operations and business.
  • Work independently and maintain confidentiality at all times.
  • Work additional hours as needed.
  • Participate in training classes as outlined by the department.
  • Suggest, support and participate in the quality initiatives. 
  • Suggest, support and influence programs within the department or company that refine systems and processes and improve overall performance.



  • Minimum of two (2) years experience troubleshooting Microsoft desktop, operating systems, and application issues required.
  • Minimum of two (2) years experience resolving issues in a complex multi-operating system environment required.
    • Bachelor’s degree in telecommunications, engineering, computer science or related work experience preferred.



  • Exceptional Customer Service skills required.
  • Ability to identify and resolve problems in a timely manner by gathering and analyzing information skillfully to resolve and prevent the reoccurrence of the issue at hand required.
  • Ability to prioritize workload especially when users are seeking immediate assistance.
  • HMO or health related industry preferred.

 More information about Tailwind Associates can be found at

Tailwind Associates is proud to be an equal opportunity employer.