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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Help Desk Specialist - **Company:** ElevaIT Solutions LLC - **Location:** Painted Post, NY, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Adobe Creative Cloud, Microsoft Azure, Microsoft Outlook, Cisco Systems VPN Client, System Configuration, Data Files, Desktop Computing, Issue Tracking Systems, Knowledge Management, Citrix Systems, Remote Desktop Services, Software Deployment, Symantec Endpoint Protection, Servicenow - **Published:** August 1, 2026 - **Apply:** https://www.dice.com/job-detail/979aa912-62ff-486a-b87d-379a2112ad7a ## About the Role * Bilingual fluency in English and Spanish, including reading, writing, and comprehension * IT help desk or service desk troubleshooting experience, including Microsoft 365, Windows 11, Teams, Active Directory, and Azure * ServiceNow or similar ticketing system experience, including Cisco VPN, Citrix, and endpoint protection tools, * High school diploma or GED * 2+ years of IT help desk or service desk experience * Fluent in both English and Spanish, with strong reading, writing, and verbal communication skills * Customer service experience, ideally in a call center environment * Strong technical aptitude with computers and mobile devices, along with solid time management and organizational skills Preferred / Bonus * Associate degree in IT or a related professional certification * Experience with Microsoft 365, Teams, and Windows 11 * Experience with call management software such as Finesse or similar * Familiarity with Microsoft Azure and Active Directory administration * Experience troubleshooting Outlook data file issues, Windows display, printing, and connectivity issues * Experience configuring and distributing corporate mobile devices * Experience with Cisco VPN, Pulse, Citrix, or Symantec Endpoint Protection * Experience with remote connection tools such as LogMeIn * Experience with software deployment tools and asset management * Experience supporting Edge, Chrome, and Adobe products * ServiceNow or similar ticketing tool experience * Printer and driver troubleshooting and installation experience ## Description This opportunity is with a major global manufacturer of materials science and technology products, headquartered in the Corning, NY area. This role sits within the company's internal IT Service Desk team, providing frontline technical support to employees across the organization via phone, chat, and walk-up channels. You'd be joining a structured, metrics driven support environment where quick, accurate troubleshooting keeps the broader business running smoothly., * Respond promptly and courteously to user calls, live chats, tickets, and other service channels * Use a ticketing system to manage tickets through their full lifecycle * Contribute toward meeting or exceeding service desk metrics, targets, and goals * Follow documented IT processes including incident management, request fulfillment, and knowledge management * Use knowledge base articles to troubleshoot and resolve technical incidents and requests, providing feedback to improve them * Interact with vendor technical support to help resolve third party service issues * Maintain tickets within established service level agreements, including tracking troubleshooting and communications * Proactively communicate with end users via phone, chat, and email to manage expectations * Monitor the ticket queue and route tickets appropriately * Inform leadership of broader issues impacting users or the team ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Introduction to TXT](https://www.wearedevelopers.com/videos/30-introduction-to-txt) - [Implementing continuous delivery in a data processing pipeline](https://www.wearedevelopers.com/videos/73-implementing-continuous-delivery-in-a-data-processing-pipeline) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Robots are coming into the wild! 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