Empire State IT seeks a reliable, customer-focused Help Desk Technician to support users and help keep IT operations running smoothly in Albany, NY.

Respond to help desk requests via phone, email, ticketing system, or remote support tools
Troubleshoot issues across computer hardware, software, printers, and connectivity
Support users with Windows, Microsoft 365, email, and business applications
Set up and configure computers, laptops, printers, and other workplace equipment
Resolve password, login, account access, and permissions problems
Diagnose basic network issues involving Wi-Fi, VPN, DNS, and internet connectivity
Document incidents, troubleshooting steps, and resolutions accurately
Prioritize support tickets based on urgency and business impact
Escalate complex incidents to senior IT staff or specialized support teams
Assist with software installations, system updates, and routine maintenance
Support new employee onboarding by preparing equipment and user accounts
Follow established security procedures and protect confidential business information

Basic knowledge of Windows operating systems and common business applications
Understanding of computer hardware, software installation, and technical troubleshooting
Familiarity with networking fundamentals and connectivity issues
Strong customer service, communication, and problem-solving skills
Ability to explain technical concepts clearly to nontechnical users
Organizational skills and attention to detail
Ability to manage multiple support requests and work collaboratively

Previous experience in help desk, desktop support, or IT customer service
Technical training or an associate degree in Information Technology (or related field) or equivalent practical experience
Familiarity with Microsoft 365, Active Directory, or Microsoft Entra ID
Experience using ticketing platforms and remote desktop support tools
Basic understanding of endpoint security, access management, and data protection
CompTIA A+ certification or equivalent technical training

Suggested annual salary: $45,000–$60,000 (subject to employer confirmation)
Final compensation may vary based on experience, technical knowledge, and job responsibilities
Health insurance, paid time off, retirement plans, and other benefits should be confirmed with the employer before publication
Dental insurance
Flexible schedule
Relocation assistance

Help Desk Technician

Job Description