Help Desk Technician

MACKENZIE-CHILDS LLC•City of Fulton, NY

12d•$23 - $25•Onsite

About The Position

The Help Desk Technician plays a crucial role in supporting employees and organizational technology needs at our Fulton location. This position is responsible for responding to user requests, troubleshooting technical issues, and ensuring the effective operation of hardware and software systems. The ideal candidate is customer-focused, detail-oriented, and a collaborative team player.

Requirements

High school diploma or equivalent required.
Previous experience in a help desk or technical support role is desirable.
Knowledge and understanding of Windows and/or Mac operating systems, common software applications, and basic networking principles.
Excellent communication and interpersonal skills, with a customer service mindset.
Ability to work independently, manage multiple tasks, and collaborate effectively with team members.
Strong documentation and organizational skills.

Nice To Haves

Previous experience in a help desk or technical support role is desirable.

Responsibilities

Provide Tier 1 support for the organization.
Respond promptly to user requests for IT assistance via phone, email, ticketing system, or in person, delivering friendly and professional support.
Document, troubleshoot, triage, dispatch, and escalate support requests according to established procedures and service levels.
Install, configure, and maintain hardware, software, and operating systems to ensure optimal performance.
Create and maintain clear, accurate documentation for IT procedures and end user guides to facilitate knowledge sharing and efficiency.
Assist the IT team wherever possible, contributing to group projects, process improvements, and other assigned tasks as needed.