What we offer

This on-site, full-time IT support position is based in Niskayuna, NY with a salary range of USD 40,000 to 49,920 per year. The benefits package includes 401(k) matching, dental insurance, health insurance, paid time off, and vision insurance. You will join a team focused on delivering dependable first and second level support for hardware, software, and peripherals across both local and remote environments, with diligent incident documentation and escalation to meet SLAs.

401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

Core duties center on providing timely, professional IT support for end users while maintaining clear communication with stakeholders as incidents progress toward resolution.

Responsibilities

Deliver first and second level technical assistance to end users for hardware, software, and application issues via phone, remote tools, and on-site visits.
Log, track, and keep accurate records for all incidents and service requests in the IT ticketing system.
Install, configure, upgrade, and troubleshoot Windows 10 and Windows 11, plus the Microsoft Office 365 suite.
Provide foundational support for macOS to assist Apple device users.
Install, configure, and support enterprise applications such as Cisco Jabber and other approved software.
Install, configure, and troubleshoot desktop computers, laptops, printers, and other authorized peripherals.
Perform routine preventive maintenance on computers, laptops, and printers to sustain reliability.
Execute remedial repairs on desktops, laptops, printers, and related peripherals.
Use diagnostic tools to troubleshoot network connectivity and workstation hardware and software issues.
Coordinate with third-party vendors to address complex audio/visual issues as needed.
Provide timely status updates to end users and stakeholders regarding open incidents and resolutions.
Support mobile device management for iOS and Android devices within the enterprise environment.
Demonstrate working knowledge of networks, servers, AV systems, smart devices, and telecommunications to support a broad IT needs.
Perform other duties as assigned by management to support department and organizational objectives.

Requirements

Proficiency with Windows operating systems, Microsoft Active Directory, Group Policy Objects, and Microsoft Office 365.
Experience installing, configuring, and troubleshooting PC and laptop hardware.
Familiarity with enterprise antivirus and endpoint protection solutions.
Experience with helpdesk ticketing systems and IT service management practices.
Knowledge of mobile device management platforms for iOS and Android.
Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
Strong analytical and problem-solving abilities and technical troubleshooting skills.
Ability to manage multiple priorities, work independently, and consistently meet SLAs.
Excellent verbal and written communication skills, with the ability to explain technical topics to non-technical audiences.
Commitment to delivering high-quality customer service to internal stakeholders.
Adaptability to a fast-changing technology environment and shifting priorities.
Willingness to work outside standard business hours, including evenings and weekends, for projects or emergency response as needed.
MacOS Server: 1 year (Required)
Desktop support: 3 years (Required)
Active Directory: 3 years (Required)

Technologies

Windows 10
Windows 11
Microsoft Office 365
macOS
Cisco Jabber
Microsoft Active Directory
Group Policy Objects
Mobile Device Management platforms
iOS
Android
Enterprise antivirus/endpoint protection solutions

Physical requirements and work environment

Regularly sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment
Occasionally lift and/or move IT equipment up to 50 pounds
May bend, kneel, or crouch to install or service equipment
Work is conducted primarily in a standard office or data center environment with moderate noise levels
May travel to or work at multiple organizational sites or client locations

Equal Employment Opportunity

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color,

Desktop Support Technician