IT Service Desk Support Specialist

About the role

You'll be joining the IT support team of one of the world's leading materials science companies, headquartered in the Painted Post/Corning, NY region. This organization is a major global name in specialty glass, ceramics, and advanced materials, with technology that touches everything from consumer electronics to life sciences and telecommunications. The Service Desk team you'd be supporting is the front line for thousands of internal users, resolving day-to-day technology issues and keeping the business running.

Responsibilities

• Answer and respond to phone calls, live chats, and support tickets from employees
• Use a ticketing platform to manage issues from intake through resolution
• Troubleshoot common technical issues, or route more complex problems to the right specialized team
• Follow established processes for incident management, request handling, and knowledge base use
• Reference knowledge base articles to solve problems accurately and quickly, and flag gaps for improvement
• Cook up with outside vendors when a third party tool or service needs attention
• Coordinate with outside vendors when a third party tool or service needs attention
• Keep tickets updated with clear notes and communicate proactively with users on progress
• Monitor the support queue and pick up or reassign tickets as needed
• Flag larger or recurring issues to team leadership
• Handle general administrative tasks and route incoming corporate calls as needed

Requirements

• A high school diploma or GED
• An associate degree in IT or related certification preferred
• Minimum 2 years of experience in an IT help desk or service desk role
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access) and Windows operating systems
• Strong communicator who stays customer focused, confident, and adaptable under changing priorities
• Familiarity with English, written and verbal

Qualifications

• Preferred / Bonus: Familiarity with Apple/Mac systems
• Experience with Microsoft Exchange and SharePoint administration
• Experience with ServiceNow or a similar ticketing platform
• Familiarity with Microsoft Azure and Active Directory administration
• Experience troubleshooting Outlook issues, including mailbox size and data file (.ost) problems
• Familiarity with Cisco VPN, Pulse, or Citrix connectivity
• Familiarity with Symantec Endpoint Protection, LogMeIn, or software deployment tools like MEMC
• Comfortable supporting Edge, Chrome, and Adobe application installs
• Quality assurance or documentation experience

Skills

• IT help desk or service desk experience
• Hands on experience troubleshooting Apple, MS Exchange, MS Sharepoint, and other technologies
• Experience facing customers

Benefits

• Up to 16 hours of paid time off during the 5 month contract term

Pay

The anticipated pay range for this role is $19.00 to $20.35 per hour. Actual pay is determined based on experience, qualifications, and other job related factors.

Schedule

Monday through Friday, 8am to 5pm