Help Desk Technician

Location: Newark

Entre Computer Services is Rochester's leading provider in technology services including Managed Services, IT Infrastructure Engineering & Architecture, Application Development, Hardware & Software Sales, and IT Outsourcing & Recruiting. Entre has been headquartered in Rochester, NY since 1984, and serves organizations both regionally and nationally. Entre is a family-oriented organization that provides great flexibility in professional growth, offers resources for individual success in a team environment, and recognizes the importance of work-life balance.

We are seeking a Help Desk Technician for our client who will troubleshoot common hardware, software, network, and account-access issues, document support requests, and escalate more complex problems to senior IT staff.

Key Responsibilities Provide Level 1 technical support by phone, email, chat, and/or in person. Troubleshoot common issues involving computers, laptops, monitors, printers, mobile devices, and peripherals. Assist users with Windows, Microsoft 365, email, and other business applications. Create, update, and close help desk tickets while maintaining accurate documentation. Assist with password resets, account unlocks, and basic user-access requests. Perform basic network troubleshooting, including connectivity and Wi-Fi issues.

Install, configure, and update software and computer equipment. Set up workstations and equipment for new and existing employees. Follow established IT procedures and security policies. Escalate unresolved or complex technical issues to Level 2/Level 3 support. Maintain a professional, patient, and customer-service-oriented approach when assisting users. Contribute to IT documentation, knowledge-base articles, and troubleshooting guides.

Required Qualifications High school diploma or equivalent. Basic understanding of computer hardware, software, and networking concepts. Strong customer service and communication skills. Ability to troubleshoot problems logically and systematically. Comfortable learning new technologies and software. Ability to prioritize multiple support requests in a fast-paced environment. Strong attention to detail and organizational skills.

Preferred Qualifications CompTIA A+, Network+, or other relevant IT certification. Associate degree or coursework in Information Technology, Computer Science, or a related field.

Experience with Microsoft 365, Active Directory, Windows 10/11, or common help desk/ticketing systems. Previous customer service, technical support, internship, or IT experience.