Help Desk Technician

The Help Desk Technician I in the ITSM department supports the infrastructure, stability, and maintenance of our company and ensures the smooth operation of the processes supporting these efforts.

This is a full-time onsite role based out of our Rochester, NY office, with hourly compensation ranging from $18.51/hr to $24.00/hr.

• Fundamental understanding of Windows OS and networking basics.
• Knowledge of configuring multi-function devices in the office.
• Assists with the development of user policies and processes.
• Software deployment to end users.
• New user creation.
• New hire equipment imaging and distribution.
• User account unlocks/password resets.
• Level 1 Hardware/Software repair & troubleshooting capabilities.
• Support of conference room A/V equipment including video conferencing.
• Troubleshooting client-side network issues including VPN.
• Mobile device assistance.
• Ability to assist remote users using various forms of remote assistance technology.
• New phone deployment, Level 1 troubleshooting.
• Distribution List membership maintenance.
• Monitoring of the IT support line to ensure any messages are answered in a timely fashion.
• Follow strict helpdesk SLA’s to ensure a positive experience for the end user when interacting with IT department.
• Friendly demeanor and understanding nature towards the issues of others.
• Able to relay information to non-technological people in a manner they can understand.
• Able to work with equipment weighing up to 60 pounds.
• Other duties as assigned.
• Minimum 2-3 years of relevant hands-on experience required.
• High School Diploma or equivalent
• 4-5 days working from office is mandatory and emergency wfh options.
• Ability to work in a fast-paced enterprise environment.

• At least one year of experience in a technology based, customer centric environment
• Excellent knowledge and usage of Windows 10, 11, Mac Operating Systems. Knowledge of Microsoft Office 365.
• Basic knowledge on Active directory.
• Ability to support iPhone, Android or other Smartphones
• Familiarity on any Helpdesk ticketing system would be an added advantage.

The successful candidate will demonstrate strength in the following competencies as well as foundational competencies which can be found here :

• Drive & Follow Through
  - Takes initiative and turns ideas into action.
• Adaptability in Uncertainty
  - Adjusts quickly and performs through change.
• Customer-Centered Mindset
  - Puts customer needs at the center of decisions.
• Judgment & Problem Solving
  - Makes sound decisions and solves problems effectively.
• Role-Specific Expertise
  - Applies strong functional expertise to deliver results.
• Results Accountability
  - Owns outcomes and delivers on commitments.
• Work Prioritization & Execution
  - Focuses on priorities and delivers on time.