Desktop Support Specialist / IT Support Technician

A large, mission-driven organization in the Greater Rochester area is hiring a Desktop Support Specialist / IT Support Technician to support users across multiple local offices, school sites, and affiliated locations.

This is a great fit for someone who enjoys helping people, solving day-to-day technical issues, and getting hands-on with desktops, laptops, Microsoft 365, user accounts, printers, remote support tools, and occasional on-site troubleshooting.

This is not a call-center-only position. You will support a large user community, work with a collaborative IT team, and gain exposure to desktop support, Microsoft 365, Active Directory, basic networking, imaging, deployments, cybersecurity awareness, and multi-site field support.

What You Will Do

• Provide first-level IT support to users across multiple locations.
• Respond to support requests by phone, email, remote access tools, and ticketing system.
• Troubleshoot Windows desktops, laptops, printers, Microsoft 365, standard business applications, and connectivity issues.
• Manage basic user account support, password resets, permissions, and Active Directory / Microsoft 365 administration.
• Image, configure, install, and deploy computers and related equipment.
• Travel locally to support users, troubleshoot issues, complete installations, and assist with equipment needs.
• Monitor for system alerts, network outages, backup errors, and potential security concerns.
• Escalate more complex issues to senior IT staff or vendors when appropriate.
• Document solutions and help maintain knowledge base information.
• Communicate clearly and professionally with end users from start to finish.

• 1+ years of help desk, desktop support, IT support, field support, or network support experience.
• Experience supporting users in a Microsoft Windows environment.
• Working knowledge of Microsoft 365 / Office 365.
• Familiarity with Active Directory, user accounts, password resets, and basic permissions.
• Ability to troubleshoot desktops, laptops, printers, software, applications, and connectivity issues.
• Strong customer service skills and a calm, professional communication style.
• Ability to follow documented procedures and know when to escalate.
• Reliable transportation for local travel to different sites.
• Ability to lift up to 60 pounds when needed for equipment moves or installations.
• Associate degree in Information Technology or a related field preferred, but hands-on experience is most important.

Helpful Experience

• Ticketing systems
• Remote support tools
• Computer imaging and deployment
• Printer and peripheral support
• Basic networking concepts
• Microsoft 365 administration
• School, nonprofit, healthcare, government, or other multi-site IT support environments
• Cybersecurity awareness

Pulled from the full job description

• Referral program
• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Employee discount, This role gives you variety. You will not be stuck doing the same password reset all day. You will support a large group of users across many locations, help solve real technology issues, and build a broader IT skill set across desktop support, Microsoft 365, Active Directory, basic networking, field support, deployments, and systems support.

It is a strong opportunity for someone who enjoys both people and technology, wants a stable full-time IT role, and likes being part of a team that supports a meaningful organization in the Rochester community.

Pay: $24.00 - $26.00 per hour, * 401(k)

• 401(k) matching
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance