ESSENTIAL DUTIES AND RESPONSIBILITIES
(Other duties may be assigned.)
1. Respond to and resolve helpdesk tickets via phone, email, and in-person, ensuring timely follow-up and resolution including (but not limited to) assisting users with account management, password resets, and multi-factor authentication (MFA)
2. Provide support for user issues related to desktops, laptops, mobile devices, printers, and other peripherals
3. Troubleshoot and resolve problems related to Microsoft Windows, Microsoft Office 365, and common business applications
4. Provide onboarding and offboarding support, including account setup and hardware preparation
5. Monitor and maintain local area networks (LAN), wireless networks, and related hardware
6. Ensure the validity of backups and perform restores when necessary
7. Assist with patching, updating, and configuring networking equipment under supervision
8. Collaborate with senior IT staff to escalate complex issues and participate in root cause analysis
9. Document support procedures and contribute to knowledge base articles
10. Maintain accurate inventory records for IT assets and equipment
11. Follow established IT policies and security protocols
12. This position requires a three-week notice of voluntary resignation
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Associate's degree in information technology, Computer Science, or equivalent experience
- 1-3 years of experience in a helpdesk, desktop support, or IT support role
- Familiarity with Windows 10/11, Microsoft 365, and basic networking concepts (IP, DNS, DHCP)
- Excellent communication skills, both verbal and written
- Strong problem-solving skills and the ability to work independently or in a team
- Customer-focused with the ability to support users with varying levels of technical proficiency
CERTIFICATIONS, LICENSES, REGISTRATIONS
Must possess a valid NYS driver's license.
PREFERRED QUALIFICATIONS
- Associate's degree in computer science or an information technology discipline
- Exposure to Active Directory and Azure AD.
- Familiarity with firewalls, switches, and wireless networks.
- A+, Network+ or similar industry certifications
- Familiarity with ITIL framework or certification
- Experience with IT Service Management (ITSM) platforms
PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to sit and communicate clearly. The employee may occasionally be required to stand, walk, reach, climb, stoop, kneel, or crouch. Must be able to lift and/or move up to 50 pounds. Reasonable accommodations may be made for individuals with disabilities.
Employee is occasionally required to stand, walk, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The rate of pay for this position ranges between $52,000- $60,320, based on $25-29/ hours. May rate will be based on experience and education.