Service Desk Technician

Central Hudson•Poughkeepsie, AR

22h•$53,700 - $102,200•Hybrid

About The Position

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.

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

Nice To Haves

Bachelor’s degree in a related field
CompTIA A+ certification
Experience with Windows 11, Microsoft 365, Apple devices (iPhone/iPad)
Experience with Intune, Azure Virtual Desktop, MDM platforms, and mobile application management

Responsibilities

Act as the main point of contact for end‑user endpoint issues, incidents, and service requests through the ITSM platform.
Perform initial triage, diagnose hardware/software issues, document findings, and escalate when appropriate.
Administer, support, and troubleshoot devices enrolled in Microsoft Intune, including compliance policies, configuration profiles, application deployment, and conditional access.
Support Azure Virtual Desktop (AVD) environments, including session host troubleshooting, user connectivity issues, profile management, and performance monitoring.
Provide guidance and support for Bring‑Your‑Own‑Device users, ensuring secure access, proper enrollment, and adherence to organizational policies.
Manage mobile devices through MDM platforms, support enterprise mobile applications, and assist with enrollment, configuration, and security compliance.
Configure, deploy, and support Windows, iOS, VDI, printers, peripherals, and mobile devices.
Support major incidents by collaborating with I&O teams, ensuring timely updates and adherence to SLAs.
Create and update technical documentation, troubleshooting guides, and standard operating procedures.
Maintain up‑to‑date knowledge of supported technologies, business applications, and endpoint management tools.
Follow established IT processes, policies, and performance standards.
Contribute to automation, optimization, and technology improvement initiatives.
Pursue ongoing learning and skill development.
Demonstrate integrity, teamwork, and strong communication while supporting organizational values.
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.