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# Tier 1 Managed IT Technician

- **Company:** Usherwood Office Technology
- **Location:** Albany, NY, United States
- **Salary:** $43,680.0 - $52,000.0
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Microsoft Windows, Antivirus Softwares, Issue Tracking Systems, Microsoft Office, Computer Equipment, Information Technology
- **Published:** June 17, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=aeb53e717015837e

## About the Role

Do you have experience in Customer communication?, Do you have a Associate's degree?, Teamwork

 * Interacts with people effectively. Able and willing to share and receive information.
 * Co-operates within the group and across groups.
 * Supports group decisions and puts group goals ahead of own goals

Motivation

 * Displays energy and enthusiasm in approaching the job.
 * Commits to putting in additional effort.
 * Maintains high level of productivity and self-direction.

Problem Solving

 * Analyzes problem by gathering and organizing all relevant information.
 * Identifies cause and effect relationships.
 * Comes up with appropriate solutions., * Associates Degree in either Computer Science or IT is preferred
 * Minimum one-year experience in a technical support or help desk center is preferred
 * CompTIA A+ Certification is preferred

Skills

 * Knowledge of Microsoft windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications
 * Ability to prioritize and multitask assigned issues in a fast-paced work environment
 * Positive attitude of customer service and integrity
 * Must be able to communicate with customers in a professional manner
 * Demonstrated problem troubleshooting, root cause and resolution skills

## Description

The IT Help Desk Technician is a key member of the Usherwood team for providing support for all managed IT clients. As a Microsoft Gold Partner, the position provides end user support for diverse IT challenges from computer hardware and application issues to mobile devices., * Respond to service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, offline servers, software updates, virus removal)

 * Identifies, researches, and resolves technical problems of moderate complexity.
 * Responds to telephone, email, and on-line requests for technical support.
 * Documents, tracks, and monitors the client's problem using applicable systems and tools.
 * Coordinate with other teams or departments to resolve service tickets
 * Assist in the delivery and onboarding of Managed IT services
 * Escalate unresolved issue to Tier II support level


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