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Job Requirements of IT Service desk Technician:
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Employment Type:
Contractor
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Location:
Painted Post, NY (Onsite)
Do you meet the requirements for this job?
IT Service desk Technician
Careers Integrated Resources Inc
Painted Post, NY (Onsite)
Contractor
Job Title: IT Service Desk / Helpdesk Support
Job Location: Hybrid (3 days onsite / 2 days remote)
Duration: 6 months (possibility of extension based on demand)
Shift: Monday to Friday [ 8:00 AM 5:00 PM (shifts may vary as needed)]
Note: Occasional overtime expected during peak periods & Alternate schedules may be accommodated with approval
Interview Process: One round: 30-minute video panel interview with hiring team
Job Overview:
The IT Service Desk / Helpdesk Support role provides support for authorized IT devices, platforms, and systems within Client IT. The role serves as part of the Service Desk (SD) team and acts as a single point of contact for the user community, providing effective troubleshooting, timely resolution of common issues, or routing tickets to specialized support. Support channels include phone, chat, and walk-up.
Job Responsibilities:
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Respond promptly and courteously to user calls, live chats, tickets, and other assigned service channels.
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Use ServiceNow to manage tickets throughout their lifecycle.
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Meet or exceed Service Desk metrics, targets, and goals.
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Follow all Client IT policies, including Incident Management, Request Fulfillment, and Knowledge Management.
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Execute Knowledge Base (KB) articles to troubleshoot and resolve incidents; provide feedback to improve KB content.
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Coordinate with vendor technical support for third-party services resolution.
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Maintain tickets accurately and within SLAs; proactively communicate with users regarding ticket status.
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Schedule follow-ups and manage user communications.
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Monitor ticket queues and take appropriate action or routing.
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Inform leadership of broader issues impacting users or team performance.
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Collaborate with teammates to share knowledge and best practices.
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Fulfill administrative requirements in a timely manner.
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Answer, respond to, and route corporate calls as needed.
Education Requirements
Associate degree in IT or relevant professional certification (preferred)
Minimum: High School Diploma or GED
Work Experience
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Minimum 2 years of IT Helpdesk or Service Desk experience
Required Skills
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Strong time management and ability to multitask in a fast-paced environment
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Customer service experience, preferably in a call center
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Positive attitude, strong work ethic, and attention to detail
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Self-starter and team-oriented
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Strong technical abilities with computers and mobile devices
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Organizational and planning skills to handle changing priorities
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Excellent interpersonal skills with empathy, patience, and clear communication
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Fluent in English (reading, writing, and comprehension)
Desired Skills:
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Microsoft applications (Windows 11, Office 365, Teams)
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Call management software (Finesse or similar)
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Experience with quality/documentation processes
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Familiarity with Microsoft Azure
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Active Directory administration experience
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Outlook troubleshooting (mail file sizes, data files)
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Windows troubleshooting (monitor, printing, connectivity issues)
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Configuration and distribution of corporate mobile devices
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Cisco VPN and Pulse client troubleshooting
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Citrix connectivity support
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Symantec Endpoint Protection remediation
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Remote connection tools (LogMeIn or similar)
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MEMC software deployment
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Asset management
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Browser support (Edge, Chrome)
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Adobe product installation and configuration
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Printer/driver troubleshooting and installation
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ServiceNow or similar ticket management tool
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Knowledge base utilization
Additional Notes:
Travel: 010%; travel to Solutions Bar location within client location may be required
Must follow ITSD Contingent Worker Handbook Policy
Maintain performance and attendance expectations outlined in the handbook
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