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Manager Help Desk Analyst Jobs in Rochester, NY (NOW HIRING)

HHUNY, Inc.

Help Desk Support Specialist

Rochester, NY · Remote

$25 - $28.85/hr

The Help Desk Support Specialist is assigned to support HHUNY by aiding HHUNY staff, care management agencies and HHUNY providers. The position will provide support for Netsmart CareManager, Okta ...

DiMarco Group

Help Desk Technician - Level 1

Rochester, NY · On-site

$20 - $24/hr

Create and manage user accounts, including password resets and access requests. * Maintain accurate ... Experience using help desk or ticketing systems, preferably Halo. * Previous customer service or ...

TEKsystems

IT Support Analyst

Pittsford, NY

$20 - $22/hr

Manage and document incidents, service requests, and resolutions within the IT ticketing system ... Desk, Help Desk, or Desktop Support experience. Hands-on experience supporting Windows 10/11 ...

TEKsystems

IT Support Analyst

Pittsford, NY

$20 - $22/hr

Manage and document incidents, service requests, and resolutions within the IT ticketing system ... Desk, Help Desk, or Desktop Support experience. Hands-on experience supporting Windows 10/11 ...

Graham Manufacturing

IT/Helpdesk Specialist

Batavia, NY · On-site

$18 - $22/hr

Description Job Title: IT/Helpdesk Specialist Reports To: Sr. IT Manager Division/Department: IT ... The Helpdesk Specialist will be the first point of contact for all company IT service desk ...

INA Solution Inc

IT Suppot Technician

Rochester, NY · On-site

... manages Microsoft 365 and Active Directory users; images and prepares workstations; documents issues; and escalates tickets as needed. Job Qualifications * 0-2 years of IT or Help Desk experience, or ...

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All JobsHelp Desk Analyst JobsManager Help Desk Analyst JobsManager Help Desk Analyst Jobs in Rochester, NY

Manager Help Desk Analyst information

See Rochester, NY salary details

$14

$23

$35

How much do manager help desk analyst jobs pay per hour?

As of Aug 16, 2026, the average hourly pay for manager help desk analyst in Rochester, NY is $23.77, according to ZipRecruiter salary data. Most workers in this role earn between $19.47 and $26.59 per hour, depending on experience, location, and employer.

What does a manager help desk analyst do?

A Manager Help Desk Analyst oversees the help desk team responsible for providing technical support to users within an organization. Their duties include managing support ticket workflows, training and supervising help desk staff, analyzing support data to improve processes, and ensuring customer satisfaction. They also develop and implement policies, coordinate with other IT departments, and resolve complex or escalated technical issues. The role requires strong leadership, communication, and problem-solving skills.

What are some common challenges faced by a manager help desk analyst, and how can they effectively address them?

Manager Help Desk Analysts often encounter challenges such as balancing high ticket volumes, maintaining team motivation, and ensuring consistent service quality. To address these, it's important to implement robust ticket triage processes, provide ongoing training, and foster open communication within the team. Regular performance reviews and feedback sessions can help identify areas for improvement and professional growth. Additionally, collaborating closely with other IT departments ensures quick resolution of complex issues and smooth escalation procedures.

What are the key skills and qualifications needed to thrive as a manager help desk analyst, and why are they important?

To thrive as a Manager Help Desk Analyst, you need expertise in IT troubleshooting, a solid understanding of service management principles, and experience in team leadership, often supported by a degree in information technology or a related field. Familiarity with IT service management (ITSM) tools such as ServiceNow or Jira, and certifications like ITIL, are typically expected. Strong communication, problem-solving, and organizational skills help you lead teams effectively and handle escalated issues. These competencies are critical for delivering high-quality technical support, maintaining service standards, and ensuring customer satisfaction.

What is the difference between Manager Help Desk Analyst vs Help Desk Analyst?

AspectManager Help Desk AnalystHelp Desk Analyst
CertificationsITIL, CompTIA A+, HDI Support CenterCompTIA A+, HDI Support Center, Microsoft Certified
Work EnvironmentSupervisory role, team management, strategic planningFrontline support, troubleshooting, customer service
ResponsibilitiesOverseeing help desk operations, staff management, process improvementResponding to user issues, resolving technical problems, documenting tickets

The Manager Help Desk Analyst typically oversees help desk teams, manages workflows, and implements support strategies, requiring leadership skills and relevant certifications. In contrast, Help Desk Analysts focus on direct technical support and customer service. Both roles are essential in IT support, but the manager position involves higher-level oversight and coordination.

What are the most commonly searched types of Help Desk Analyst jobs in Rochester, NY?

The most popular types of Help Desk Analyst jobs in Rochester, NY are:

What cities near Rochester, NY are hiring for Manager Help Desk Analyst jobs?

Cities near Rochester, NY with the most Manager Help Desk Analyst job openings:

Manager Help Desk Analyst jobs near you
Infographic showing various Manager Help Desk Analyst job openings in Rochester, NY as of June 2026, with employment types broken down into 89% Full Time, 6% Part Time, and 5% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $49,438 per year, or $23.8 per hour.

Helpdesk Analyst

Wellington Steele & Associates

Rochester, NY

$40K - $55K/yr

Contractor

Re-posted 29 days ago

Job description

Help Desk Administrator

Compensation depends on expereince: Range from $40k-$55k

Position Objective:

The Help Desk Administrator position is primarily responsible to ensure all employees’ help desk related concerns are attended to on a timely basis and to assist with the company’s internal and external IT infrastructure and processes. She/he will interface with all departments and all levels of management on a daily basis.

 

Duties & Responsibilities:

  • Provide tier 1 and tier 2 support and troubleshooting for end-users, using internal ticketing system to track work and escalate when appropriate
  • Provide internal end-user support and training for Windows-based desktops, software and peripherals
  • Generate and update support documentation
  • User on-boarding and off-boarding
  • Diagnose and resolve basic network support requests, such as connecting an end user device to an SSID, checking for a valid IP address or ethernet connectivity.
  • Ability to evaluate new technology for compatibility with current system, processes and procedures
  • Workstation life-cycle management, including deployment, upgrades, maintenance and decommissioning
  • Maintains asset tracking and IT inventory
  • Basic system administration and monitoring of Windows workstations and Windows servers, both virtual and physical
  • Assist with application, hardware or system rollouts as needed

Qualifications/Experience:

  • Strong technical skills with PC’s
  • Ability to explain technical concepts to non-technical users with approachability and empathy
  • Experience with installing and troubleshooting hardware and software issues.
  • Basic understanding of networking concepts and protocols (DHCP, DNS, TCP/IP)
  • Strong knowledge of Microsoft Office products, Windows 7,8 and 10 Operating Systems.
  • Experience and knowledge with email system fundamentals.
  • Experience with Wi-Fi technology and standards.
  • Excellent communication, time management and organizational skill with strong attention to detail.
  • Ability to solve problems and interpret variables in situations where only limited standardization exists
  • Ability to learn and support new applications
  • Self-motivated and able to work without direct supervision or as part of a team.
  • A+, Net+ or MCP certifications are a plus.

Tools & Equipment:

  • PC, printer, telephone, fax machine, copier, and other office equipment.

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