Service Desk Technician

NYSTEC is a nonprofit technology consulting company advising agencies organizations institutions and businesses since 1996. Were independent and vendor-neutral so we have our clients best interests at heart. At NYSTEC we know that we succeed when individuals and teams flourish personally and professionally so our benefits and perks support that mindset.

This position is an onsite role and requires regular in-person attendance.

Key Responsibilities

• First-line support Respond to user inquiries and technical issues via phone email chat or NYSTECs internal ticketing system.
• Troubleshooting Diagnose and resolve common hardware software and end user issues. Provide step-by-step guidance to end users to remediate issues and leverage NYSTECs remote support tools as needed.
• User Account Administration Manage user accounts access permissions and licensing. This includes creating new accounts resetting passwords modifying permissions and supporting onboarding and offboarding activities.
• Escalation Route complex or unresolved issues to higher-level IT support or specialized teams.
• Documentation Maintain accurate records of support interactions and contribute to internal knowledge base articles.
• Collaboration Partner with the Corporate Information Security (CIS) Business Information Systems (BIS) and IT Project Management Office (PMO) teams to support a secure and modern workplace strategy.
• Inventory and Asset Management - Maintain accurate records of devices hardware and software.
• Manage Help Desk Tickets Use NYSTECs internal ticketing system to track prioritize and resolve user requests.
• Service Requests Process requests for new software system access and other IT-related services in a timely manner.
• On-Call Requirement Participate in an on-call rotation to provide after-hours support to minimize end user and operational downtime.

Required Qualifications

• Strong understanding of computer hardware software networks and operating systems.
• Ability to troubleshoot technical issues and to provide clear step-by-step user guidance.
• Excellent communication and customer service skills and the ability to support end-users with patience and professionalism.
• Excellent documentation and critical thinking skills.
• Possesses strong computer skills including experience using Microsoft applications (e.g. Azure Project PowerPoint Word Excel Outlook Visio SharePoint) or equivalent.

Preferred/Desired Qualifications

• Information Technology Infrastructure Library (ITIL) Foundation: Focuses on IT service management (ITSM) best practices.
• Computing Technology Industry Association (CompTIA) A (or ability to obtain within 12-18 months).
• Microsoft 365 Certified: Fundamentals (or ability to obtain within 12-18 months).

Education and Experience

• Associate degree in IT or a related field and one to two years of IT support or related technical experience.
• An equivalent combination of advanced education training and experience will be considered.

The target base salary for this position is $60407 $75508per determining compensation we analyze and carefully consider several factors including skill set experience location and job-related qualifications.

It is NYSTECs policy to provide equal employment opportunity (EEO) to all individuals regardless of actual or perceived race color creed religion sex or gender (including pregnancy childbirth and related medical conditions) gender identity or gender expression (including transgender status) age national origin ancestry citizenship status physical or mental disability protected medical condition as defined by applicable state or local law genetic information military service and veteran status sexual orientation marital status or any other characteristic protected by local state or federal laws and ordinances. NYSTEC is strongly committed to this policy and believes in the concept and spirit of the law.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contactif you require a reasonable accommodation to apply for or to perform this job. Examples of reasonable accommodation include making a change to the application process or work procedures providing documents in an alternate format using a sign language interpreter or using specialized equipment.

Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.

Learn more about NYSTEC by visiting.

Required Experience:

IC