Service Desk Agent

We’re hiring a full-time Service Desk Agent in Rochester, NY to support users with technical questions, software issues, and everyday IT requests. Working alongside IT and engineering teams, you’ll help troubleshoot problems, keep users informed, and make sure technical issues are recorded and directed to the right people.

Modern applications depend on reliable systems and a smooth user experience. This role helps bridge the gap between the people who build and maintain software and the people who use it every day. It’s a good opportunity for someone interested in technology, problem-solving, and developing practical IT support skills.

A Typical Day

• Respond to IT support requests by phone, email, or internal ticketing systems
• Help users troubleshoot software, login, access, and basic technical issues
• Investigate problems affecting applications and their everyday functionality
• Record support requests, troubleshooting steps, and resolutions accurately
• Escalate more complex issues to the appropriate IT or engineering team
• Follow up on open tickets and keep users updated on progress
• Assist users with application access, account issues, and routine system questions
• Identify recurring problems and share useful information with technical colleagues
• Help test application fixes or updates when requested by the engineering team
• Maintain support documentation, troubleshooting guides, and knowledge-base articles
• Follow established procedures for security, access, and handling user information
• Work with colleagues to help maintain a reliable and positive user experience

Experience is useful, but it isn’t everything. We’re looking for someone who enjoys solving problems, communicates clearly, and is willing to learn how different applications and systems work.

• Comfortable using computers and learning new software
• Good analytical and troubleshooting skills
• Clear written and verbal communication
• Patient and professional when helping users with technical issues
• Strong attention to detail when recording information and following procedures
• Able to manage multiple requests and keep track of outstanding tickets
• Comfortable working independently and as part of a team
• Interest in software development, web applications, IT support, or technology
• Previous help desk, service desk, customer support, or technical support experience is a plus
• Familiarity with ticketing systems, web applications, or basic HTML, CSS, and JavaScript is beneficial

• Competitive hourly pay
• Performance incentives, where applicable
• Paid time off
• Health benefits, subject to eligibility

If you’re looking for a full-time Service Desk Agent job in Rochester, NY and want to build your technical knowledge while working alongside people who develop and maintain software, we’d like to hear from you.

Apply today - interviews are currently being arranged.

We are an equal opportunity employer and consider qualified applicants in accordance with applicable law.

Pay: $19.00 - $23.00 per hour, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance