Help Desk Technician I

About the role

This full-time onsite role is based out of our Rochester, NY office. Hourly compensation ranges from $18.51 to $24.00.

Responsibilities

• Support the infrastructure, stability, and maintenance of company systems and processes
• Maintain smooth operation of processes supporting company systems
• Configure and support multi-function office devices
• Assist with development of user policies and processes
• Deploy software to end users
• Create new user accounts and image/configure new hire equipment
• Perform account unlocks and password resets
• Provide Level 1 hardware and software repair and troubleshooting
• Support conference room A/V equipment, including video conferencing
• Troubleshoot client-side network issues, including VPN
• Assist with mobile devices
• Provide remote support using remote assistance technology
• Deploy new phones and perform Level 1 troubleshooting
• Maintain distribution list memberships
• Monitor the IT support line to ensure timely responses
• Follow strict helpdesk SLAs to ensure positive end-user experiences
• Communicate technical information clearly to non-technical users
• Handle equipment weighing up to 60 pounds

Requirements

• Minimum 2–3 years of relevant hands-on experience
• High School Diploma or equivalent
• 4–5 days per week onsite in the Rochester, NY office with emergency work-from-home options
• Ability to work in a fast-paced enterprise environment

Qualifications

• At least one year of experience in a technology-based, customer-centric environment
• Excellent knowledge of Windows 10, Windows 11, and Mac operating systems
• Knowledge of Microsoft Office 365
• Basic knowledge of Active Directory
• Ability to support iPhone, Android, and other smartphones
• Familiarity with a helpdesk ticketing system

Core Competencies

• Drive & Follow Through: Takes initiative and turns ideas into action
• Adaptability in Uncertainty: Adjusts quickly and performs through change
• Customer-Centered Mindset: Puts customer needs at the center of decisions
• Judgment & Problem Solving: Makes sound decisions and solves problems effectively
• Role-Specific Expertise: Applies strong functional expertise to deliver results
• Results Accountability: Owns outcomes and delivers on commitments
• Work Prioritization & Execution: Focuses on priorities and delivers on time