Help Desk Technician

About the role

Entre Computer Services is Rochester's leading provider in technology services including Managed Services, IT Infrastructure Engineering & Architecture, Application Development, Hardware & Software Sales, and IT Outsourcing & Recruiting. Entre has been headquartered in Rochester, NY since 1984, and serves organizations both regionally and nationally. Entre is a family-oriented organization that provides great flexibility in professional growth, offers resources for individual success in a team environment, and recognizes the importance of work-life balance. We are seeking a Help Desk Technician for our client who will troubleshoot common hardware, software, network, and account-access issues, document support requests, and escalate more complex problems to senior IT staff.

Responsibilities

• Provide Level 1 technical support by phone, email, chat, and/or in person.
• Troubleshoot common issues involving computers, laptops, monitors, printers, mobile devices, and peripherals.
• Assist users with Windows, Microsoft 365, email, and other business applications.
• Create, update, and close help desk tickets while maintaining accurate documentation.
• Assist with password resets, account unlocks, and basic user-access requests.
• Perform basic network troubleshooting, including connectivity and Wi-Fi issues.
• Install, configure, and update software and computer equipment.
• Set up workstations and equipment for new and existing employees.
• Follow established IT procedures and security policies.
• Escalate unresolved or complex technical issues to Level 2/Level 3 support.
• Maintain a professional, patient, and customer-service-oriented approach when assisting users.
• Contribute to IT documentation, knowledge-base articles, and troubleshooting guides.

Qualifications

Required:

• High school diploma or equivalent.
• Basic understanding of computer hardware, software, and networking concepts.
• Strong customer service and communication skills.
• Ability to troubleshoot problems logically and systematically.
• Comfortable learning new technologies and software.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong attention to detail and organizational skills.

Preferred:

• CompTIA A+, Network+, or other relevant IT certification.
• Associate degree or coursework in Information Technology, Computer Science, or a related field.
• Experience with Microsoft 365, Active Directory, Windows 10/11, or common help desk/ticketing systems.
• Previous customer service, technical support, internship, or IT experience.