Service Desk Technician

About the role

The Service Desk Technician is a frontline technical specialist responsible for supporting, managing, and optimizing all end-user computing environments. As a key member of the Service Desk, this role delivers hands-on endpoint engineering, device management, and customer-focused technology support across multiple channels. The Service Desk Technician ensures reliable operation of laptops, desktops, mobile devices, virtual desktops, and enterprise applications while partnering closely with Infrastructure & Operations to maintain a secure, modern, and efficient endpoint ecosystem. This position has a career path which allows for advancement opportunities within the Service Desk Technician job series. The title and level are commensurate with experience.

Responsibilities

• Primary Technology Support — Act as the main point of contact for end‑user endpoint issues, incidents, and service requests through the ITSM platform.
• Endpoint Troubleshooting — Perform initial triage, diagnose hardware/software issues, document findings, and escalate when appropriate.
• Intune Endpoint Management — Administer, support, and troubleshoot devices enrolled in Microsoft Intune, including compliance policies, configuration profiles, application deployment, and conditional access.
• Azure VDI Support — Support Azure Virtual Desktop (AVD) environments, including session host troubleshooting, user connectivity issues, profile management, and performance monitoring.
• BYOD Support — Provide guidance and support for Bring‑Your‑Own‑Device users, ensuring secure access, proper enrollment, and adherence to organizational policies.
• MDM & Mobile Application Services — Manage mobile devices through MDM platforms, support enterprise mobile applications, and assist with enrollment, configuration, and security compliance.
• Device Deployment & Management — Configure, deploy, and support Windows, iOS, VDI, printers, peripherals, and mobile devices.
• Incident Coordination — Support major incidents by collaborating with I&O teams, ensuring timely updates and adherence to SLAs.
• Knowledge Base Maintenance — Create and update technical documentation, troubleshooting guides, and standard operating procedures.
• Technical Proficiency — Maintain up‑to‑date knowledge of supported technologies, business applications, and endpoint management tools.
• Process Compliance — Follow established IT processes, policies, and performance standards.
• Continuous Improvement — Contribute to automation, optimization, and technology improvement initiatives.
• Professional Development — Pursue ongoing learning and skill development.
• Team Collaboration — Demonstrate integrity, teamwork, and strong communication while supporting organizational values.
• On‑Call Participation — Participate in 24/7 on‑call rotations, staggered shifts, and emergency response efforts as needed.
• Perform additional duties as assigned - Central Hudson’s environment is continuously evolving; individual skills and contributions must reflect these changes.
• Provides support for storm restoration efforts.

Requirements

• Associate’s degree in Computer Science, Information Technology, STEM, Business or a relevant field of study. In lieu of an associate’s degree, a High School Diploma or Equivalency degree and 2+ years relevant experience will be considered.
• Experience supporting Windows, mobile devices, and enterprise applications.
• Proficiency with Microsoft Office.
• Strong written and verbal communication skills.
• Excellent customer service and interpersonal abilities.
• Ability to adapt to changing technologies and priorities.
• Self-motivated, proactive, and able to work independently.
• Strong sense of ownership and accountability.
• Ability to travel to district locations as needed and perform additional duties as assigned.
• Ability to lift up to 35 lbs.
• Valid driver’s license.

Qualifications

• Bachelor’s degree in a