Desktop Support Technician

Location: Niskayuna

* MINIMUM QUALIFICATIONS
* * Education
* * Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; OR an equivalent combination of education, training, and directly related work experience sufficient to demonstrate the required knowledge, skills, and abilities.
* Experience
* * Minimum of eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.
* Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.
* Certifications (Preferred)
* * CompTIA A+ certification or equivalent vendor-neutral credential.
* Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.
* REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
* * Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
* Experience with PC and laptop hardware installation, configuration, and troubleshooting.
* Familiarity with enterprise antivirus and endpoint protection solutions.
* Experience with helpdesk ticketing systems and IT service management practices.
* Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.
* Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
* Strong analytical, problem-solving, and technical troubleshooting abilities.
* Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.
* Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.
* Demonstrated commitment to delivering high-quality customer service to internal stakeholders.
* Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.
* Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.
* PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
* The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.
* Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
* Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
* May require bending, kneeling, or crouching to install or service equipment.
* Work is performed primarily in a standard office or data center environment with moderate noise levels.
* May be required to travel to or work at multiple organizational sites or client locations.