Help Desk Technician

Responsibilities:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to inquiries via phone, email, or in-person and resolve technical problems efficiently and accurately.
• Diagnose and troubleshoot technical issues, including network connectivity, software errors, and hardware malfunctions.
• Escalate unresolved issues to the appropriate personnel or teams for further investigation and resolution.
• Document all inquiries, incidents, and resolutions in the Help Desk ticketing system.
• Maintain knowledge base articles and documentation for common issues and solutions.
• Install, configure, and troubleshoot software applications and peripheral devices.
• Perform routine maintenance and updates on computer systems, including antivirus software and operating system patches.
• Provide training and guidance to end-users on how to use software applications and systems effectively.
• Follow standard operating procedures and adhere to service level agreements for response and resolution times.
• Collaborate with other IT teams and departments to resolve complex technical issues and improve overall IT infrastructure and systems.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related field (preferred) or equivalent work experience.
• Proven experience working in a Help Desk or technical support role.
• Strong knowledge of computer hardware, software, and operating systems (Windows, MacOS, Linux).
• Familiarity with networking concepts, protocols, and troubleshooting techniques.
• Excellent communication and customer service skills.
• Ability to diagnose and troubleshoot technical issues effectively and efficiently.
• Detail-oriented with strong organizational and multitasking abilities.
• Ability to work independently and collaboratively in a team environment.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

Job Type: Temp-to-hire

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Help desk: 1 year (Preferred)
• Network support: 1 year (Preferred)
• software/hardware support: 1 year (Preferred)

Ability to Commute:

• Rochester, NY 14623 (Required)

Work Location: In person