Help Desk Support Technician
Lifetime Assistance, Inc. · Rochester, NY · 3 wk ago
Information Technology$21–$26/hrFull-time
We need to output HTML fragment with sections: Use for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. But we must include only sections that have real specific content. The posting includes: Position Overview (maybe "About the role"?). It includes location, department, reports to, employment type, pay range, location type. Also "Why You Should Work for Lifetime Assistance?" includes benefits: No-Premium Health Insurance, Education Support, Paid Training & Coaching, Career Growth, Work-Life Harmony, Join a Caring Culture. That's benefits.
Responsibilities: multiple bullet points under "Your Core Responsibilities" with subheadings: Help Desk Support & Troubleshooting, Customer Service & End-User Support, IT Projects & Initiatives, Systems, Assets & Administrative Support, Security & Compliance, Agency-Wide Technical Support. Those are responsibilities.
Education & Experience: "What You Bring" includes Education & Experience, Technical Knowledge, Troubleshooting & Problem-Solving, Communication & Customer Service, Organization & Collaboration. Those could be Qualifications or Skills. We need to decide sections: maybe "Qualifications" for Education & Experience, "Skills" for Technical Knowledge etc. But we can combine.
We must not repeat job title as heading. Must not include Job ID etc. Remove boilerplate: EEO, equal opportunity, scam warning, application instructions, etc. Also remove "Are You Ready to Begin?" and mission/culture maybe? The mission/culture is substantive? It's about mission and culture, could be "About the role"? Might be considered fluff but it's part of posting. The instruction: "Prefer a few substantive sections over many thin ones." We can include sections: About the role (position overview), Responsibilities, Qualifications (education/experience), Skills (technical knowledge etc), Benefits, Pay. Schedule not present (no schedule details). So omit Schedule.
We must not create sections with filler like "commensurate with experience". Pay range is given: $21 - $26 per hour. So include Pay section.
Benefits: list items.
We need to use
for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. But we must include only sections that have real specific content. The posting includes: Position Overview (maybe "About the role"?). It includes location, department, reports to, employment type, pay range, location type. Also "Why You Should Work for Lifetime Assistance?" includes benefits: No-Premium Health Insurance, Education Support, Paid Training & Coaching, Career Growth, Work-Life Harmony, Join a Caring Culture. That's benefits.
Responsibilities: multiple bullet points under "Your Core Responsibilities" with subheadings: Help Desk Support & Troubleshooting, Customer Service & End-User Support, IT Projects & Initiatives, Systems, Assets & Administrative Support, Security & Compliance, Agency-Wide Technical Support. Those are responsibilities.
Education & Experience: "What You Bring" includes Education & Experience, Technical Knowledge, Troubleshooting & Problem-Solving, Communication & Customer Service, Organization & Collaboration. Those could be Qualifications or Skills. We need to decide sections: maybe "Qualifications" for Education & Experience, "Skills" for Technical Knowledge etc. But we can combine.
We must not repeat job title as heading. Must not include Job ID etc. Remove boilerplate: EEO, equal opportunity, scam warning, application instructions, etc. Also remove "Are You Ready to Begin?" and mission/culture maybe? The mission/culture is substantive? It's about mission and culture, could be "About the role"? Might be considered fluff but it's part of posting. The instruction: "Prefer a few substantive sections over many thin ones." We can include sections: About the role (position overview), Responsibilities, Qualifications (education/experience), Skills (technical knowledge etc), Benefits, Pay. Schedule not present (no schedule details). So omit Schedule.
We must not create sections with filler like "commensurate with experience". Pay range is given: $21 - $26 per hour. So include Pay section.
Benefits: list items.
We need to use for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We must preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from posting, but we can format them.
We must not repeat job title as heading. So no
Help Desk Support Technician>. Good.
We need to include location, department, reports to, employment type, location type maybe in About the role.
Let's extract details:
Position Overview:
- Job Title: Help Desk Support Technician (but we won't repeat as heading)
- 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? (Benefits):
- 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 (list):
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 lifecycles.
- 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 current with IT security practices and system updates.
Agency-Wide Technical Support:
- Travel to agency locations as needed to troubleshoot technical issues, deliver or install equipment, and provide on-site support to staff.
- Support technology needs across agency departments and programs.
- Perform other related duties as assigned by the Help Desk Supervisor or designee.
What You Bring:
Education & Experience:
- Associate degree in Information Technology or a related field required.
- One (1) to five (5) years of technical support experience in a corporate or secure environment.
- Valid driver’s license and reliable transportation required.
Technical Knowledge:
- Strong knowledge of Windows-based PC and laptop configuration, troubleshooting, and support.
- Familiarity with Active Directory, Multi-Factor Authentication (MFA), Single Sign-On (SSO), and endpoint security.
- Experience with Microsoft Office 365 applications, including Outlook, Teams, and OneDrive.
- Knowledge of networked devices, including printers and scanners.
- Experience working with Help Desk ticketing systems preferred.
- A+, Security+, or other relevant IT certifications preferred.
Troubleshooting & Problem-Solving:
- Strong technical troubleshooting and problem-solving abilities.
- Ability to identify, research, and resolve common hardware, software, and user-access issues.
- Ability to recognize when an issue requires escalation and communicate relevant information to other IT team members.
- Strong attention to detail and commitment to accurate documentation.
Communication & Customer Service:
- Excellent verbal and written communication skills.
- Strong customer service skills and a commitment to providing timely, professional support.
- Ability to explain technical concepts and instructions clearly to users with varying levels of technical knowledge.
- Ability to interact professionally and effectively with employees throughout the agency.
Organization & Collaboration:
- Ability to organize and manage multiple tasks and support requests simultaneously.
- Ability to prioritize responsibilities based on urgency and operational needs.
- Ability to work independently while also collaborating effectively as a member of the IT team.
- Dependable, detail-oriented, and responsive to changing technology and support needs.
Mission & Culture (maybe optional). The instruction: "Prefer a few substantive sections over many thin ones." Could combine mission/culture into About the role? But we already have About the role with overview. Could add a short paragraph about mission and culture as part of About the role. But we must preserve all substantive information; we can include it in About the role as prose.
We must not include EEO boilerplate, equal opportunity, scam warning, application instructions, "Are You Ready to Begin?" etc. Also remove "Equal Opportunity Employer" and the quote? The quote is from employee; maybe considered testimonial but could be considered boilerplate? It's not required to keep; but it's substantive? It's a quote; maybe we can keep as part of About the role? The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The quote is not EEO; it's a testimonial. Might be okay to keep but could be considered fluff. Safer to keep? The instruction says preserve ALL substantive information; the quote is substantive? It's a testimonial about culture. Could keep but not required. I'd include it in About the role as a short paragraph.
Now structure:
About the role
Location: Rochester, NY 14624. Department: Information Technology (IT). Reports to: Help Desk Supervisor. Employment type: Full-Time, Non-Exempt. Location type: On‑Site. Pay range: $21 – $26 per hour. Lifetime Assistance fosters independence, dignity, and respect for individuals with intellectual and developmental disabilities. Working here goes beyond a job—it’s a chance to transform lives, including your own. “I am part of something bigger… Being a Lifetime Assistance employee means everything to me.” — Kimberly C, Family Coordinator of Community Services, celebrating her 30th year with us.
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 lifecycles.
- 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 current with IT security practices and system updates.
- Agency-Wide Technical Support
- Travel to agency locations
- for any list of duties/requirements/benefits. Use
for prose. We must preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from posting, but we can format them. We must not repeat job title as heading. So no
Help Desk Support Technician>. Good. We need to include location, department, reports to, employment type, location type maybe in About the role. Let's extract details: Position Overview: - Job Title: Help Desk Support Technician (but we won't repeat as heading) - 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? (Benefits): - 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 (list): 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 lifecycles. - 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 current with IT security practices and system updates. Agency-Wide Technical Support: - Travel to agency locations as needed to troubleshoot technical issues, deliver or install equipment, and provide on-site support to staff. - Support technology needs across agency departments and programs. - Perform other related duties as assigned by the Help Desk Supervisor or designee. What You Bring: Education & Experience: - Associate degree in Information Technology or a related field required. - One (1) to five (5) years of technical support experience in a corporate or secure environment. - Valid driver’s license and reliable transportation required. Technical Knowledge: - Strong knowledge of Windows-based PC and laptop configuration, troubleshooting, and support. - Familiarity with Active Directory, Multi-Factor Authentication (MFA), Single Sign-On (SSO), and endpoint security. - Experience with Microsoft Office 365 applications, including Outlook, Teams, and OneDrive. - Knowledge of networked devices, including printers and scanners. - Experience working with Help Desk ticketing systems preferred. - A+, Security+, or other relevant IT certifications preferred. Troubleshooting & Problem-Solving: - Strong technical troubleshooting and problem-solving abilities. - Ability to identify, research, and resolve common hardware, software, and user-access issues. - Ability to recognize when an issue requires escalation and communicate relevant information to other IT team members. - Strong attention to detail and commitment to accurate documentation. Communication & Customer Service: - Excellent verbal and written communication skills. - Strong customer service skills and a commitment to providing timely, professional support. - Ability to explain technical concepts and instructions clearly to users with varying levels of technical knowledge. - Ability to interact professionally and effectively with employees throughout the agency. Organization & Collaboration: - Ability to organize and manage multiple tasks and support requests simultaneously. - Ability to prioritize responsibilities based on urgency and operational needs. - Ability to work independently while also collaborating effectively as a member of the IT team. - Dependable, detail-oriented, and responsive to changing technology and support needs. Mission & Culture (maybe optional). The instruction: "Prefer a few substantive sections over many thin ones." Could combine mission/culture into About the role? But we already have About the role with overview. Could add a short paragraph about mission and culture as part of About the role. But we must preserve all substantive information; we can include it in About the role as prose. We must not include EEO boilerplate, equal opportunity, scam warning, application instructions, "Are You Ready to Begin?" etc. Also remove "Equal Opportunity Employer" and the quote? The quote is from employee; maybe considered testimonial but could be considered boilerplate? It's not required to keep; but it's substantive? It's a quote; maybe we can keep as part of About the role? The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The quote is not EEO; it's a testimonial. Might be okay to keep but could be considered fluff. Safer to keep? The instruction says preserve ALL substantive information; the quote is substantive? It's a testimonial about culture. Could keep but not required. I'd include it in About the role as a short paragraph. Now structure:
About the role
Location: Rochester, NY 14624. Department: Information Technology (IT). Reports to: Help Desk Supervisor. Employment type: Full-Time, Non-Exempt. Location type: On‑Site. Pay range: $21 – $26 per hour. Lifetime Assistance fosters independence, dignity, and respect for individuals with intellectual and developmental disabilities. Working here goes beyond a job—it’s a chance to transform lives, including your own. “I am part of something bigger… Being a Lifetime Assistance employee means everything to me.” — Kimberly C, Family Coordinator of Community Services, celebrating her 30th year with us.
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 lifecycles.
- 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 current with IT security practices and system updates.
- Agency-Wide Technical Support
- Travel to agency locations
- Help Desk Support & Troubleshooting