Help Desk Analyst (NY)

Virtual Technologies Group•Niskayuna, NY

4d•$50,000 - $60,000

About The Position

The Desktop Support / Help Desk Analyst provides front-line technical support for students, faculty, administrators, and district staff across all school buildings and district facilities. This role ensures reliable operation of district devices, classroom technology, and enterprise applications, delivering responsive, customer-focused support that minimizes instructional disruption and maintains operational continuity. The position reports to the Director of Information Technology and works closely with the Network Administrator and district-employed IT personnel These frontline roles provide technical support to staff and students across the district's eight schools. Multi-Platform Support: Provides comprehensive troubleshooting for a diverse fleet, including 6,000+ Chromebooks, 775+ Mac devices, and Windows laptops/desktops. Ticket Resolution: Manages and resolves end-user tickets through the district's help desk system to ensure minimal instructional downtime. Core Application Admin: Administers essential educational software, including Google Workspace (Google Admin) and student web-filtering tools. Classroom Tech: Ensures the performance of classroom hardware, such as 300 interactive whiteboards and 50 TV displays.

Requirements

Associate or bachelor’s degree in information technology or related field (or equivalent experience).
2–5 years of desktop support or help desk experience.
Experience supporting Windows, macOS, and ChromeOS environments.
Familiarity with Active Directory and Google Workspace administration.
Strong troubleshooting skills across hardware, software, and network connectivity issues.
Excellent communication and customer service skills.

Nice To Haves

Experience supporting K–12 or public-sector technology environments.
Experience managing Chromebook fleets at scale.
Familiarity with PowerSchool or similar student information systems.
CompTIA A+, Network+, or equivalent certifications.
Experience with ITSM/ticketing platforms such as ServiceNow or ConnectWise.

Responsibilities

Respond to and resolve Help Desk tickets related to hardware, software, and network connectivity issues.
Provide technical assistance for Chromebooks, macOS devices, and Windows endpoints.
Troubleshoot login, account, and password issues within Active Directory and Google Workspace environments.
Provide in-person, phone, and remote support across all district locations.
Support interactive whiteboards, classroom displays, and instructional software.
Assist teachers with technology integration troubleshooting during instructional hours.
Ensure timely resolution of classroom-impacting issues to minimize learning disruption.
Support student device functionality during testing and instructional activities.
Image, configure, deploy, and maintain district devices.
Perform hardware diagnostics and coordinate warranty or vendor repair services.
Track assets and maintain accurate inventory documentation.
Support device refresh cycles and Chromebook fleet management.
Administer user accounts within Active Directory and Google Admin Console.
Support student web filtering and content management platforms.
Assist with troubleshooting of district-hosted and cloud-based applications.
Maintain familiarity with PowerSchool and other instructional systems.
Document all incidents, service requests, and resolutions within the ticketing system.
Prioritize tickets based on urgency and instructional impact.
Escalate complex technical issues to the Network Administrator or Director of IT as needed.
Maintain SLAs and provide timely communication to end users.
Maintain a professional and service-oriented demeanor.
Collaborate with district-employed IT staff and external vendors.
Provide user training and technical guidance when appropriate.
Contribute to documentation and knowledge base development.