IT Help Desk Support Engineer

The Garam Group offers a stable, long-term career path for an IT Help Desk Support Engineer who enjoys solving real problems for real people. This onsite role in East Syracuse, NY includes a supportive team environment with opportunities to grow without leaving the organization. Compensation runs USD 40,000 to 55,000 per year, and pay increases are dependent on experience.

In this position, you will support clients through a mix of phone-based support, remote troubleshooting, and on-site help, including work tied to office moves and configuration updates. You will also manage core systems used by the team, including Autotask and AEM (Autotask Endpoint Management).

What you’ll do

• Manage and resolve incoming support requests using the ticketing system Autotask
• Handle endpoint management using AEM (Autotask Endpoint Management)
• Provide remote support and assist clients over the phone
• Perform monitoring, including backup monitoring
• Complete reporting tasks as required by the team’s processes
• Build and deploy workstations and laptops
• Support new phone configurations and provide assistance with phone deployment
• Administer and manage antivirus system coverage
• Support client work through behind-the-scenes tasks
• Provide on-site support for large office moves and configurations
• Participate in an on-call rotation

What you bring

• Customer First mindset and willingness to serve people by solving their problems cheerfully
• Strong punctuality and reliability
• High attention to detail
• Ability to take ownership of issues and drive them to resolution
• Capability to design and execute a plan
• Desire to present professionally and maintain a polished image
• Clear writing and speaking skills, with the ability to explain complex topics simply
• Discipline to maintain strong documentation
• Preference for long-term commitment (not a job hopper) and interest in investing for the future
• Reliable vehicle for onsite work
• Certifications are a plus, with experience taking priority
• Minimum 3 years of experience

Benefits

• Health Insurance
• Dental Insurance
• Long-term disability insurance
• Retirement account

Compensation note: Pay is dependent upon experience and is higher than market standards. The team also emphasizes growth for high performers while maintaining a great work environment.