Help Desk Level 1 - Work from home

Responsibilities

• Provide Level 1 technical support for Windows, Macintosh, and Unix systems to over 5,000 university users.
• Field and triage support calls, resolve issues or create tickets for the desktop team or level‑2 specialists.
• Coordinate information flow to keep management and university IT specialists informed.
• Collaborate with team members, encourage teamwork, and support projects within the Service Desk area.
• Participate in cross‑training within the university data center, exposing to network‑side IT duties.
• Work all shifts; shift schedule known two weeks in advance.

• Must reside in the state of New York.
• Expert level experience with Windows (7, XP), Mac, Unix in non‑standard environments.
• Hands‑on experience with Active Directory (AD) and help desk support.
• Excellent customer service skills.
• Experience in a fast‑paced, service‑desk environment, managing tickets and meeting metrics.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.