Service Desk Technician I - Endwell, NY

About the role

As a Service Desk Technician I, you'll play a vital role in supporting the technology that powers our employees' ability to serve members. In this role, you'll provide frontline technical support, troubleshoot hardware and software issues, and help ensure the reliable operation of technology systems across the organization. You'll work directly with employees to resolve technical challenges, maintain equipment, and deliver exceptional customer service while building your knowledge of IT systems, network environments, and technology support services. This is an excellent opportunity for someone looking to grow a career in Information Technology while making a meaningful impact within a collaborative, service-focused organization.

Responsibilities

• Troubleshoot and resolve hardware, software, and technology-related issues for employees across the organization.
• Install, configure, maintain, and support computers, peripherals, and network endpoint equipment.
• Monitor and support critical business systems, including branch technology, remote applications, and communication systems.
• Document service requests, technical troubleshooting steps, and issue resolutions within the incident management system.
• Coordinate with vendors and internal technology teams to resolve technical issues and maintain system reliability.
• Assist with hardware deployments, software installations, upgrades, and technology-related projects.
• Provide technology guidance and support to employees while delivering a positive customer service experience.

What success looks like

• Delivering exceptional support and timely resolution of employee technology issues.
• Keeping critical technology systems running smoothly and efficiently.
• Building trust through responsive communication and customer service.
• Managing multiple priorities while maintaining accuracy and attention to detail.
• Continuously learning and growing technical expertise to support the evolving needs of the organization.

Requirements

• High school diploma with 1–3 years of related experience required.
• Demonstrated hardware configuration experience with personal computers.
• Proficient in the Microsoft Office Suite programs.
• Proficient with standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, PCs, etc.
• Visions remains committed to the aspects of diversity and inclusion and will consider alternative education and experience.

Preferred qualifications

• Associate degree preferred.
• Desktop-related MCP certification or higher; Network+ and/or additional certifications preferred, specifically Microsoft Office Suite.
• Worked in various IT-related projects (user migration, MS Windows migration, data migration, mass hardware/software deployment, etc.).
• Understanding of asset management in an enterprise environment and familiarity with asset management software and/or products.
• Experience with IT service management systems.

Benefits

• Retirement benefits – pension plan, 401(k) with employer match
• Excellent health benefits – medical, dental, vision, and supplemental coverage
• Flexible Paid Time Off (PTO), Volunteer Time Off (VTO), and Wellness Time Off (WTO)
• 10+ paid holidays per year
• Lifestyle Spending Account (LSA) stipend for wellness, caregiving, or personal expenses such as student loan repayment and tuition reimbursement
• Employee recognition program

Pay

$20.00/hr. – $25.50/hr. Hiring rates may be dependent on a number of factors, including years of directly related work experience, education, geographic location or special skills.

Schedule

Full-Time (40 hours per week). Service Desk team members work a combination of day and afternoon shifts scheduled between 7:30 AM and 6:30 PM, Monday through Friday. Participation in a rotating Saturday schedule (8:00 AM to 2:00 PM) is also required on an occasional basis to support business needs.

Location: On-site at our Corporate Headquarters in Endwell, NY.