IT Help Desk Specialist
Role details
Job location
Tech stack
Job description
Role: IT Help Desk Specialist Location: Fairport, NY - supporting clients across Western NY (Utica to Buffalo) Pay: $26-$36 per hour, based on experience Schedule: Monday-Friday, 8:00 AM-5:00 PM, with opportunities for overtime WHAT YOU'LL BE DOING: When you join our team as an IT Help Desk Specialist, your day starts by reviewing your ticket queue and responding to client requests with professionalism and courtesy. You spend time answering phone calls in the office, providing clear guidance and technical assistance, and visiting client sites to resolve issues face-to-face. Your ability to communicate effectively and maintain a pleasant demeanor ensures every interaction builds trust and keeps operations running smoothly. You manage multiple tickets and calls, document resolutions thoroughly, and escalate issues according to SLAs when necessary. You also handle escalated service desk tickets, perform scheduled remote maintenance, and follow departmental policies for reporting, change control, and request management. With strong organizational skills and sound judgment, you balance tasks efficiently, own issues through resolution, and finish the day by updating all tickets and submitting your timesheet promptly. WE THINK YOU'LL EXCEL IF YOU HAVE
Requirements
- Associate degree in Computer Science or related field, or equivalent experience
- CompTIA A+ certification (or equivalent)
- 5+ years of hands-on technical support or computer support experience
- Prior experience on a help desk or within an MSP environment
- Interest in growing toward server, networking, or cybersecurity engineering
- Valid driver's license and reliable personal vehicle for travel across Western NY
Technical Strengths:
- Strong proficiency with support tools and PC software troubleshooting
- Experience with antivirus solutions (ESET, SentinelOne, Windows Defender)
- Skilled with remote access tools (LogMeIn, ScreenConnect, TeamViewer, VNC)
- Working knowledge of DNS, DHCP, firewalls, and mail flow
- Familiarity with AD, IoT devices, and workstation peripherals (USB/NAS drives, printers/MFPs)
- Cybersecurity awareness and hands-on best-practice experience
- Experience supporting iOS and Android devices
- Expertise with Windows 11 and Microsoft 365/Office 365
- MacOS experience (plus)
- PC building or advanced hardware experience (gaming rigs, graphics cards) (bonus)
Soft Skills:
- Strong written and excellent verbal communication skills
- Pleasant and professional demeanor in all client and internal interactions
- Ability to manage multiple tickets, calls, and projects simultaneously
- Sound judgment and effective decision-making abilities
- Highly organized and able to work independently without direct supervision
- Resourceful and proactive in resolving issues
- Commitment to client satisfaction and building positive relationships
- Energy, enthusiasm, and a results-oriented mindset
Benefits & conditions
- Health, dental, and vision insurance
- HSA/FSA
- Life insurance
- Short- and long-term disability
- Bonus structure
- PTO
- 401(k) with company match
- Growth opportunities
- Incentives for earning additional certifications
Sound like the perfect opportunity for you? Apply today with our initial, mobile-friendly application! Must have the ability to pass a background check Job Posted by, ApplicantPro
