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# Help Desk Technician

- **Company:** INC EMPIRE LLC
- **Location:** Colonie, NY, United States
- **Salary:** $45,000.0 - $60,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Business Software, Desktop Computing, Domain Name System (DNS), Identity and Access Management, Issue Tracking Systems, Information Technology Operations, Internetworking, Virtual Private Networks (VPN), Networking Basics, Remote Desktop Services, Azure Active Directory, Remote Service Software, Software Deployment, Software Engineering, Wi-Fi Technology, Computer Equipment, Information Technology, Laptops, User Accounts
- **Published:** October 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e6c29ce921841211

## About the Role

* Basic knowledge of Windows operating systems and common business applications.
 * Understanding of computer hardware, software installation, and technical troubleshooting.
 * Familiarity with networking fundamentals and connectivity issues.
 * Strong customer service, communication, and problem-solving skills.
 * Ability to explain technical concepts clearly to nontechnical users.
 * Good organizational skills and attention to detail.
 * Ability to manage multiple support requests and work collaboratively.

Preferred Qualifications

 * Previous experience in help desk, desktop support, or IT customer service.
 * Technical training or an associate degree in Information Technology or a related field, or equivalent practical experience.
 * Familiarity with Microsoft 365, Active Directory, or Microsoft Entra ID.
 * Experience using ticketing platforms and remote desktop support tools.
 * Basic understanding of endpoint security, access management, and data protection.
 * CompTIA A+ certification or equivalent technical training.

## Description

In this role, you will respond to support requests, troubleshoot hardware and software issues, assist with account access, and escalate complex technical incidents when necessary., * Respond to help desk requests by phone, email, ticketing system, or remote support tools.

 * Troubleshoot computer hardware, software, printer, and connectivity issues.
 * Assist users with Windows operating systems, Microsoft 365, email, and business applications.
 * Set up and configure computers, laptops, printers, and other workplace equipment.
 * Help resolve password, login, account access, and permissions issues.
 * Diagnose basic network problems involving Wi-Fi, VPN, DNS, and internet connectivity.
 * Document incidents, troubleshooting steps, and resolutions accurately.
 * Prioritize support tickets according to urgency and business impact.
 * Escalate complex incidents to senior IT staff or specialized support teams.
 * Assist with software installations, system updates, and routine maintenance.
 * Support new employee onboarding by preparing equipment and user accounts.
 * Follow established security procedures and protect confidential business information.