IT Helpdesk Technician

Christa Construction LLC•City of Rochester, NY

2d•$24 - $31•Onsite

About The Position

This position supports daily IT operations through help desk administration, device management, technology onboarding, documentation, and coordination with internal teams and external vendors to deliver timely and effective technical solutions. The IT Helpdesk Technician collaborates with senior IT staff, vendors, and application owners to resolve technical issues, improve support processes, and ensure the reliable operation of technology across all company locations.

Requirements

Ability to learn/engage with multiple software platforms and/or systems.
Excellent oral and written communication skills.
Strong organizational skills.
Proficiency in Microsoft 365 Admin Center, Microsoft Intune, Active Directory, Group Policy, and Microsoft Entra ID.
Experience with IT ticketing, asset management, documentation platforms, or remote monitoring and management tools.
Strong problem-solving skills, attention to detail, and eagerness to learn and contribute in a fast-paced IT environment.
Ability to communicate technical information clearly to non-technical employees and provide patient, professional customer service
Demonstrated experience maintaining confidentiality and discretion with highly sensitive topics and personal information.
Proficient scripting skills, including PowerShell and Python.
Familiarity with cloud platforms, including Azure and Citrix.
Experience with construction software such as Oracle Primavera Cloud, Procore, and Sage 300 CRE.
High school diploma or GED equivalency required.
Associate’s degree in information technology, computer science, or a related field or a combination of relevant IT certifications required.
1 to 3 years’ experience in IT support, helpdesk, desktop support, or technology customer service experience required.
Basic understanding of Windows desktop operating systems, Microsoft 365 applications, and common business productivity tools.

Responsibilities

Maintain, update, and support hardware, software, endpoints, and mobile devices, including workstation setup, iPad/iPhone provisioning, application deployment, troubleshooting, and inventory tracking.
Maintain the help desk queue by triaging support requests, prioritizing issues, assigning or escalating tickets, and ensuring timely follow-up and resolution.
Coordinate with vendors, service providers, and senior IT staff when issues require escalation, while documenting troubleshooting steps, user impact, and resolution status in the help desk system.
Support office, field, and jobsite technology needs, including printers, scanners, conference room equipment, network-connected devices, and basic connectivity troubleshooting for employees working across company locations.
Follow company cybersecurity and compliance procedures by assisting with phishing awareness, MFA support, device security checks, software update coordination, and reporting suspected security incidents to the appropriate IT team member.
Maintain accurate technical documentation, knowledge base articles, asset records, and standard operating procedures while collaborating with the IT team to improve support processes.
Assist with user account administration, including password resets, Microsoft 365 access requests, distribution group updates, shared mailbox access, license assignments, and basic permission changes in accordance with company procedures.
Provide first-level support for business-critical construction applications such as Procore, Oracle Primavera Cloud, and Sage 300 CRE, assisting users with common issues and coordinating escalations to application owners, vendors, or senior IT staff as needed.
Assist with onboarding new employees, including account setup, device preparation, application access, and initial technology orientation.
Completes projects and all other duties as assigned.