Desktop Support

Provide IT support to clients both remotely and onsite, troubleshooting technical issues to identify effective fixes, workarounds, and long-term solutions. Deliver a high level of customer service while resolving problems efficiently and professionally. This role requires strong technical expertise, self-motivation, and excellent organizational and communication skills. The position may require travel to client locations, flexible working hours (including evenings, weekends, and overtime), and responsiveness to urgent needs.

About the role

The Senior Helpdesk Associate serves as a key escalation point, offering advanced technical support and guidance to helpdesk staff, while ensuring the reliable operation of all IT systems.

Responsibilities

• Provide advanced IT support to end users and assist IT department staff in resolving technical issues.
• Guide and mentor helpdesk team members on troubleshooting processes and resolution strategies.
• Deliver escalation (Tier 2/3) support for complex, specialized, or non-routine technical problems.
• Troubleshoot and maintain LAN, WAN, Wi-Fi networks, and firewall configurations.
• Respond to support requests (calls, emails, and system alerts) with professionalism through resolution.
• Diagnose and resolve issues related to computer systems, software, and hardware.
• Escalate unresolved issues to appropriate higher-level support teams when necessary.
• Follow established workflows, policies, and procedures to ensure consistent service delivery.
• Manage user accounts within a Windows domain, including permissions and password resets.
• Accurately document work, time, and resolutions using the internal ticketing system.
• Support and maintain basic network and firewall configurations.
• Provide onsite and remote support for software-related issues.
• Create documentation such as flowcharts, diagrams, and technical guides as needed.
• Maintain flexibility with work hours based on organizational needs.
• Adhere to all organizational policies, procedures, and compliance requirements.
• Contribute to overall operations by performing additional duties as assigned.

Requirements

• 4+ years of helpdesk experience
• High School Degree required

Skills

• Help desk support
• Technical support
• Help desk

Pay

The pay range for this position is $25.00 - $36.00/hr.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

• This is a Contract to Hire position.
• Flexible working hours (including evenings, weekends, and overtime).
• May require travel to client locations.

Workplace Type

This is a fully onsite position in Spring Valley, NY.