Help Desk Support Technician

• Pay or shift range: $21 USD to $26 USD
  The listed salary range reflects the budgeted compensation for this position. Final offers may vary based on factors such as the candidate’s experience, education, qualifications, and other job-related considerations.

Lifetime Assistance – Help Desk Support Technician
Make an Impact. Create Joy. Shape the Future.

At Lifetime Assistance, our mission is to foster independence, dignity, and respect for individuals with intellectual and developmental disabilities. Working with us goes beyond just a job—it’s a chance to transform lives, including your own.

Position Overview:

Job Title: Help Desk Support Technician
Location: Rochester, NY 14624
Department: Information Technology (IT)
Reports To: Help Desk Supervisor
Employment Type: Full-Time, Non-Exempt
Pay Range: $21 - $26 per hour
Location Type: On-Site

Why You Should Work for Lifetime Assistance?

• No-Premium Health Insurance: Access comprehensive healthcare without added cost.
• Education Support: Tuition assistance, scholarships — 50% off tuition for two courses per semester plus up to $3,000 scholarship per semester — plus micro-credential stipends up to $750 and SUNY partnerships.
• Paid Training &
  
  Coaching:
  
  Receive hands-on onboarding with a Success Coach, immersive learning, e-learning, and ongoing paid training.
• Career Growth: Clear pathways to advancement, leadership training, and coaching support.
• Work-Life Harmony: Generous paid time off and supportive scheduling.
• Join a Caring Culture: Be part of a compassionate, mission-driven team that values every person — both those we support and our employees alike.

Your

Core Responsibilities:

Help Desk Support & Troubleshooting

• Respond to Help Desk requests received by phone, email, or ticketing system and provide timely, professional technical support.
• Troubleshoot and resolve hardware and software issues involving PCs, laptops, printers, and other networked devices.
• Escalate complex or unresolved technical issues to the appropriate IT leadership as needed.
• Maintain current knowledge of agency technology systems, security protocols, and IT best practices.

Customer Service & End-User Support

• Provide responsive and professional customer service while addressing the technical needs of agency staff.
• Assist employees with general technology questions, system navigation, and day-to-day technical issues.
• Communicate technical information clearly and effectively to users with varying levels of technology experience.
• Help create a positive and consistent user experience across agency technology platforms.

IT Projects & Initiatives

• Assist with the coordination and execution of IT projects and technology initiatives.
• Track project tasks, communicate updates, and provide end‑user support throughout project life cycles.
• Identify and communicate potential risks, barriers, or delays that may impact project completion.
• Serve as project coordinator for assigned IT initiatives as needed.

Systems, Assets & Administrative Support

• Process IT-related purchase orders and assist with maintaining accurate inventory of agency technology equipment and assets.
• Receive and track equipment and maintain accurate information within IT asset management systems.
• Review vendor invoices for accuracy and assist with tracking technology contracts and renewals.
• Coordinate with vendors and internal departments to support timely processing of technology purchases and services.

Security & Compliance

• Follow established agency IT policies, procedures, security standards, and best practices.
• Support the secure handling of agency systems, data, equipment, and user access.
• Maintain awareness of security requirements involving authentication, endpoint protection, and agency technology.
• Participate in ongoing training to remain…