IT Help Desk Assistant

The IT Helpdesk Assistant is responsible for providing effective technical assistance and guidance with information technology systems. This role includes managing incoming help desk tickets and accurately documenting relevant information in the ticketing system., * Provide technical support for help desk calls and create corresponding tickets in the help desk ticketing system

• Manage and monitor all incoming tickets, ensuring all necessary information is collected for resolution
• Perform basic troubleshooting and assistance via phone or through remote support tools
• Travel to different agency sites as needed. Locations include but not limited to: Orange, Ulster, Dutchess, Sullivan, Columbia, Greene, Queens, and Westchester County.

• Strong customer service skills, with the ability to respond effectively and in a timely manner
• Excellent written and verbal communication skills; ability to interact professionally with internal stakeholders at all levels
• Strong organizational, time management, and prioritization abilities
• Bilingual (English and Spanish) a plus
• Valid unrestricted driver’s license required
• Reliable transportation required, * Basic knowledge of Microsoft desktop systems, operating systems, and the Office application suite
• Minimum of 1-2 years of progressive experience in computer hardware and software support
• Associate Degree in Computer Information Systems or a related field preferred
• Previous customer service experience in a help desk environment preferred

PHYSICAL CHARACTERISTICS: These physical demands are representative of the physical requirements necessary for an employee to perform the job’s essential functions successfully. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the position, which are reviewed in each case.

• Must be capable to sit or stand in front of a computer for long-periods of time
• Able to work in open space floor plan
• Must be capable to move throughout work day (and follow individuals throughout the community)
• Work alongside co-workers within 3 feet
• Must be able to move in tight spaces
• Occasional lifting of > _15+ pounds

Be part of a team that values connection, accountability, and real impact. Why Access? Because how we work matters just as much as what we do. At Access, our Culture Playbook isn’t a poster on the wall - it’s how we show up for each other and for the people we support.

You’ll be part of a team that is:

• Clear about expectations
• Supportive and accountable
• Focused on outcomes that matter to people.

And committed to helping people live the healthiest and fullest lives possible - while making sure out staff can do the same.