Desktop Support Technician

We are seeking an experienced Desktop Support Technician to join a dynamic IT Service Desk team. This role serves as the primary point of contact for end users, delivering timely troubleshooting and resolution of IT issues related to company devices, platforms, and systems. Support is provided via phone, chat, walk-up, and ticketing channels.

This is a performance-driven environment where adherence to service metrics, attendance expectations, and documented IT processes is essential., * Serve as first-level IT support for hardware, software, and mobile devices

• Respond to calls, chats, walk-ups, and tickets promptly and professionally
• Manage and update tickets in ServiceNow throughout the lifecycle
• Meet or exceed Service Desk SLAs and performance metrics
• Execute and improve Knowledge Base (KB) documentation
• Troubleshoot Windows, O365, Outlook, VPN, printers, Citrix, mobile devices, etc.
• Route complex issues to advanced support teams as needed
• Maintain proactive communication with end users
• Monitor ticket queues and ensure timely action
• Support asset management and software deployment
• Follow Incident Management and Request Fulfillment processes, * Eligible for 40 hours PTO per year (Maximum 20 hours during 6-month assignment)
• Must comply with IT Service Desk Contingent Worker policies
• Travel up to 10% (local Solutions Bar support as needed)

• High School Diploma or GED (Required)
• Associate Degree in IT or related certification (Preferred)
• Minimum 2+ years of IT Helpdesk / Service Desk experience
• Customer service experience (Call center environment preferred)
• Strong time management and multitasking ability
• Excellent communication skills (Fluent English required)
• Experience with ServiceNow or similar ticketing system

Technical Skills

• Windows 11 troubleshooting
• Microsoft O365 & Teams
• Active Directory
• Outlook troubleshooting (.ost files, mailbox size)
• VPN (Cisco / Pulse) support
• Citrix connectivity
• Printer/driver troubleshooting
• Mobile device configuration & deployment
• Azure familiarity
• Endpoint security remediation
• Remote support tools (LogMeIn or similar)
• Browser support (Edge, Chrome)

3.63.6 out of 5 stars Corning, NY 14831 $20 - $22 an hour - Contract, Pulled from the full job description

• Paid time off