IT Help Desk Specialist

This opportunity is with a major global manufacturer of materials science and technology products, headquartered in the Corning, NY area. The role sits within the company's internal IT Service Desk team, providing frontline technical support to employees across the organization via phone, chat, and walk-up channels.

About the role

You will join a structured, metrics-driven support environment where quick, accurate troubleshooting keeps the broader business running smoothly. The position is hybrid: onsite 3 days/week and remote 2 days/week, with the schedule set by the team.

Responsibilities

• Respond promptly and courteously to user calls, live chats, tickets, and other service channels
• Use a ticketing system to manage tickets through their full lifecycle
• Contribute toward meeting or exceeding service desk metrics, targets, and goals
• Follow documented IT processes including incident management, request fulfillment, and knowledge management
• Use knowledge base articles to troubleshoot and resolve technical incidents and requests, providing feedback to improve them
• Interact with vendor technical support to help resolve third-party service issues
• Maintain tickets within established service level agreements, including tracking troubleshooting and communications
• Proactively communicate with end users via phone, chat, and email to manage expectations
• Monitor the ticket queue and route tickets appropriately
• Inform leadership of broader issues impacting users or the team

Requirements

• High school diploma or GED
• 2+ years of IT help desk or service desk experience
• Fluent in both English and Spanish, with strong reading, writing, and verbal communication skills
• Customer service experience, ideally in a call center environment
• Strong technical aptitude with computers and mobile devices, along with solid time management and organizational skills

Preferred Qualifications

• Associate degree in IT or a related professional certification
• Experience with Microsoft 365, Teams, and Windows 11
• Experience with call management software such as Finesse or similar
• Familiarity with Microsoft Azure and Active Directory administration
• Experience troubleshooting Outlook data file issues, Windows display, printing, and connectivity issues
• Experience configuring and distributing corporate mobile devices
• Experience with Cisco VPN, Pulse, Citrix, or Symantec Endpoint Protection
• Experience with remote connection tools such as LogMeIn
• Experience with software deployment tools and asset management
• Experience supporting Edge, Chrome, and Adobe products
• ServiceNow or similar ticketing tool experience
• Printer and driver troubleshooting and installation experience

Pay

Up to $24.67 per hour

Schedule

• Monday through Friday, 8:00 AM to 5:00 PM (shifts may vary as needed; no overtime anticipated)
• Hybrid: onsite 3 days/week, remote 2 days/week