Service Desk Technician

New_Nystec•Rome, NY

About The Position

As a Service Desk Technician, you’ll be the go-to resource for employees seeking IT support. You’ll troubleshoot everyday technical issues, resolve problems quickly, and escalate complex cases when needed. This role keeps our IT operations running smoothly through efficient ticket management, clear documentation, and exceptional customer service.

Requirements

Strong understanding of computer hardware, software, networks, and operating systems.
Ability to troubleshoot technical issues and to provide clear, step-by-step user guidance.
Excellent communication and customer service skills and the ability to support end-users with patience and professionalism.
Excellent documentation and critical thinking skills.
Possesses strong computer skills, including experience using Microsoft applications (e.g., Azure, Project, PowerPoint, Word, Excel, Outlook, Visio, SharePoint) or equivalent.

Nice To Haves

Information Technology Infrastructure Library (ITIL) Foundation: Focuses on IT service management (ITSM) best practices.
Computing Technology Industry Association (CompTIA) A+ (or ability to obtain within 12-18 months).
Microsoft 365 Certified: Fundamentals (or ability to obtain within 12-18 months).

Responsibilities

First-line support – Respond to user inquiries and technical issues via phone, email, chat, or NYSTEC’s internal ticketing system.
Troubleshooting – Diagnose and resolve common hardware, software, and end user issues. Provide step-by-step guidance to end users to remediate issues and leverage NYSTEC’s remote support tools as needed.
User Account Administration – Manage user accounts, access permissions, and licensing. This includes creating new accounts, resetting passwords, modifying permissions, and supporting onboarding and offboarding activities.
Escalation – Route complex or unresolved issues to higher-level IT support or specialized teams.
Documentation – Maintain accurate records of support interactions and contribute to internal knowledge base articles.
Collaboration – Partner with the Corporate Information Security (CIS), Business Information Systems (BIS), and IT Project Management Office (PMO) teams, to support a secure and modern workplace strategy.
Inventory and Asset Management - Maintain accurate records of devices, hardware, and software.
Manage Help Desk Tickets – Use NYSTEC’s internal ticketing system to track, prioritize, and resolve user requests.
Service Requests – Process requests for new software, system access, and other IT-related services in a timely manner.