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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Support Technician - **Company:** Lifetime Assistance Inc. - **Location:** Rochester, NY, United States - **Salary:** $43,680.0 - $54,080.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Microsoft Outlook, Cyber Security, Multi-Factor Authentication, Issue Tracking Systems, IT Management, Single Sign-On, Software Engineering, Office365, Information Technology, Laptops - **Published:** September 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f10dc2abcd82796b ## About the Role * Associate degree in Information Technology or a related field required. * One (1) to five (5) years of technical support experience in a corporate or secure environment. * Valid driver's license and reliable transportation required. Technical Knowledge * Strong knowledge of Windows-based PC and laptop configuration, troubleshooting, and support. * Familiarity with Active Directory, Multi-Factor Authentication (MFA), Single Sign-On (SSO), and endpoint security. * Experience with Microsoft Office 365 applications, including Outlook, Teams, and OneDrive. * Knowledge of networked devices, including printers and scanners. * Experience working with Help Desk ticketing systems preferred. * A+, Security+, or other relevant IT certifications preferred. Troubleshooting & Problem-Solving * Strong technical troubleshooting and problem-solving abilities. * Ability to identify, research, and resolve common hardware, software, and user-access issues. * Ability to recognize when an issue requires escalation and communicate relevant information to other IT team members. * Strong attention to detail and commitment to accurate documentation. Communication & Customer Service * Excellent verbal and written communication skills. * Strong customer service skills and a commitment to providing timely, professional support. * Ability to explain technical concepts and instructions clearly to users with varying levels of technical knowledge. * Ability to interact professionally and effectively with employees throughout the agency. Organization & Collaboration * Ability to organize and manage multiple tasks and support requests simultaneously. * Ability to prioritize responsibilities based on urgency and operational needs. * Ability to work independently while also collaborating effectively as a member of the IT team. * Dependable, detail-oriented, and responsive to changing technology and support needs. ## Description * Respond to Help Desk requests received by phone, email, or ticketing system and provide timely, professional technical support. * Troubleshoot and resolve hardware and software issues involving PCs, laptops, printers, and other networked devices. * Escalate complex or unresolved technical issues to the appropriate IT leadership as needed. * Maintain current knowledge of agency technology systems, security protocols, and IT best practices. Customer Service & End-User Support * Provide responsive and professional customer service while addressing the technical needs of agency staff. * Assist employees with general technology questions, system navigation, and day-to-day technical issues. * Communicate technical information clearly and effectively to users with varying levels of technology experience. * Help create a positive and consistent user experience across agency technology platforms. IT Projects & Initiatives * Assist with the coordination and execution of IT projects and technology initiatives. * Track project tasks, communicate updates, and provide end-user support throughout project lifecycles. * Identify and communicate potential risks, barriers, or delays that may impact project completion. * Serve as project coordinator for assigned IT initiatives as needed. Systems, Assets & Administrative Support * Process IT-related purchase orders and assist with maintaining accurate inventory of agency technology equipment and assets. * Receive and track equipment and maintain accurate information within IT asset management systems. * Review vendor invoices for accuracy and assist with tracking technology contracts and renewals. * Coordinate with vendors and internal departments to support timely processing of technology purchases and services. Security & Compliance * Follow established agency IT policies, procedures, security standards, and best practices. * Support the secure handling of agency systems, data, equipment, and user access. * Maintain awareness of security requirements involving authentication, endpoint protection, and agency technology. * Participate in ongoing training to remain current with IT security practices and system updates. Agency-Wide Technical Support * Travel to agency locations as needed to troubleshoot technical issues, deliver or install equipment, and provide on-site support to staff. * Support technology needs across agency departments and programs. * Perform other related duties as assigned by the Help Desk Supervisor or designee., * Mission-Driven Work: Empowering individuals to live with independence and purpose-here, your work truly matters. * Inclusive & Supportive: A workplace built on respect, dignity, and a shared vision of inclusion. * Community Impact: Join efforts that reflect Lifetime Assistance's dedication to community partnerships and enhanced quality of life for all. Are You Ready to Begin? If you're a compassionate leader ready to take the next step in your human services career, apply today and join us in building lives of independence-one person at a time. ## Related Videos - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) - [Coding and Mental Illness. 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