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Job Requirements of IT Service Desk Technician:
-
Employment Type:
Contractor
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Location:
Painted Post, NY (Onsite)
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IT Service Desk Technician
Careers Integrated Resources Inc
Painted Post, NY (Onsite)
Contractor
Job Title: IT Service Desk Technician
Location: Painted Post, NY – 14870 Hybrid (3 days onsite / 2 days remote)
Duration: 6 months+ (possibility of extension based on demand)
Pay Rate: $19/hr. on W2
Shift: Monday – Friday, 8:00 AM – 5:00 PM (flexibility may be required)
Travel: Minimal (0–10%), occasional visits to on-site Solutions Bar may be required
Position Summary:
The IT Service Desk / Helpdesk Support professional serves as the first point of contact for users within Client IT, providing technical support for hardware, software, and IT systems. The role is responsible for troubleshooting issues, resolving incidents, managing tickets, and escalating complex problems to specialized teams while ensuring timely and professional communication with end users.
Key Responsibilities:
- Respond promptly to user calls, live chats, tickets, and walk-up requests.
- Use ServiceNow to manage incidents and requests throughout their lifecycle.
- Meet or exceed Service Desk metrics, targets, and SLAs.
- Follow IT policies, including Incident Management, Request Fulfillment, and Knowledge Management.
- Troubleshoot using Knowledge Base articles and provide feedback to improve KB content.
- Coordinate with vendors for resolution of third-party IT issues.
- Maintain accurate ticket documentation and proactively communicate ticket status to users.
- Monitor ticket queues and route tickets appropriately.
- Escalate broader issues impacting users or team performance.
- Collaborate with teammates to share knowledge and best practices.
- Fulfill administrative and reporting requirements promptly.
Required Qualifications:
- High School Diploma or GED (Associate degree or IT certification preferred)
- Minimum 2 years of IT Helpdesk / Service Desk experience
- Strong technical aptitude with computers, mobile devices, and IT systems
- Customer service experience, preferably in a call center environment
- Excellent interpersonal and communication skills with empathy and patience
- Ability to multitask, prioritize, and work in a fast-paced environment
- Positive attitude, strong work ethic, and attention to detail
Desired Skills / Technical Expertise:
- Microsoft applications: Windows 11, Office 365, Teams
- Call management software: Finesse or similar
- Microsoft Azure and Active Directory administration
- Outlook troubleshooting (mail files, PST issues)
- Windows troubleshooting (printing, connectivity, monitor issues)
- Mobile device configuration and distribution
- VPN troubleshooting (Cisco VPN, Pulse client)
- Citrix connectivity support
- Symantec Endpoint Protection remediation
- Remote support tools (LogMeIn or similar)
- MEMC software deployment and asset management
- Browser support (Edge, Chrome)
- Adobe product installation and configuration
- Printer/driver troubleshooting and installation
- Experience with ServiceNow or similar ticket management tool
- Knowledge base utilization
Additional Notes:
- Must adhere to ITSD Contingent Worker Handbook policies
- Maintain performance and attendance expectations outlined in the handbook
- Occasional overtime or alternate schedules may be required
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