Help Desk Technician

CTG's client is looking for a Help Desk Technician to join their growing team!

Client

Location:


Painted Post, NY

Hybrid Rotation
– Hybrid expectation is that team members will be onsite 3 days per week and remote 2 days per week. Schedule determined with the team.

Pay Rate:
Based on experience

Work Hours:
Monday – Friday, 8:00 AM – 5:00 PM

Education:
High School Diploma/GED required;
Associate degree in Information Technology or related field, or equivalent professional certification, preferred.

Provide exceptional technical support while serving as the first point of contact for end users. In this hybrid Service Desk role, you'll troubleshoot hardware, software, and mobile device issues, manage incidents through Service Now, and deliver outstanding customer service across phone, chat, and walk-up support channels. If you have strong technical troubleshooting skills, enjoy solving problems, and thrive in a fast-paced environment, this is an excellent opportunity to join a Fortune 500 organization.

• Serve as the first point of contact for IT support via phone, chat, walk-up, and ticketing systems.
• Diagnose, troubleshoot, and resolve hardware, software, network connectivity, and mobile device issues.
• Manage incidents and service requests using Service Now while meeting established SLAs.
• Escalate complex issues to specialized support teams and coordinate resolution.
• Maintain accurate documentation of troubleshooting steps, customer communications, and ticket updates.
• Utilize knowledge base articles to resolve issues efficiently and recommend documentation improvements.
• Support Microsoft Windows 11, Microsoft 365, Outlook, Teams, Active Directory, Azure, VPN clients, Citrix, printers, browsers, and enterprise applications.
• Configure and support corporate laptops, desktops, mobile devices, and peripherals.
• Monitor ticket queues, prioritize requests, and provide timely customer follow-up.
• Collaborate with teammates, vendors, and IT support groups to ensure excellent customer service and continuous improvement.

• - Minimum of 2 years of IT Help Desk or Service Desk experience.
• - Excellent customer service and communication skills.
• - Experience supporting Windows 11, Microsoft 365, Outlook, and Teams.
• - Working knowledge of Active Directory, Microsoft Azure, and Service Now (or similar ITSM platform).
• - Experience troubleshooting Windows desktops, printers, Outlook, VPN connectivity, and enterprise applications.
• - Ability to multitask and prioritize work in a fast-paced support environment.
• - Strong organizational skills, attention to detail, and problem-solving abilities.
• - Experience with remote support tools and mobile device support is preferred.