IT Helpdesk Support

The IT Helpdesk Support role is the primary point of contact for internal IT requests and troubleshooting. Working onsite in Akron, NY, this position provides help desk support, resolves incidents, and delivers customer-focused communication while collaborating on infrastructure initiatives and sharing responsibility for after-hours, team-based support.

Key Responsibilities

• Act as the main contact for the IT Help Desk, handling requests and incidents in a timely and professional manner
• Document help desk activity to support transparency and continuity for IT and team members
• Troubleshoot reported issues, research potential solutions, and determine an appropriate course of action
• Execute standard requests by following established procedures, including Active Directory changes
• Execute standard requests by following established procedures, including Email and phone system updates
• Execute standard requests by following established procedures, including Handheld and end-user device support
• Recommend actions for non-standard requests and escalate issues as needed
• Support and follow IT security policies, standards, and best practices
• Maintain appropriate access controls and data protection during help desk and administrative tasks
• Monitor for and report potential security incidents, vulnerabilities, or suspicious activity
• Assist with IT security initiatives, audits, and compliance efforts as assigned
• Escalate requests to other IT team members when appropriate
• Update and maintain the IT asset inventory when executing changes
• Develop, update, and maintain documentation for IT processes and team member procedures
• Provide assistance to other members of the IT team as needed
• Assist with PC and laptop imaging and deployment
• Support new team member onboarding and offboarding, including account creation and removal
• Participate in infrastructure projects with the IT team
• Share responsibility for after-hours, team-based IT support

Requirements and Working Style

• Deliver outstanding customer service to a diverse set of users
• Engage positively with team members and collaborate in a team environment
• Work independently while effectively prioritizing tasks
• Troubleshoot thoroughly to identify root causes and address the full scope of problems
• Research solutions and provide thoughtful recommendations
• Follow established procedures to deliver consistent results, while identifying opportunities to document or improve processes
• Continue learning to broaden understanding of technology and business operations
• Use logical, process-oriented problem-solving
• Maintain a strong work ethic

Technical Skills

• Working knowledge of basic networking concepts, including DNS, DHCP, LAN, and WAN

Technologies and Tools

• Microsoft Office 365 services
• Microsoft Windows Remote Desktop Services
• Microsoft Windows installation and configuration
• Microsoft Active Directory (user and group management)
• IP phone systems
• DNS, DHCP, LAN, WAN
• Email and phone system updates

Minimum Qualifications

• 2 years of professional work experience preferred
• Working knowledge of basic networking concepts, including DNS, DHCP, LAN, and WAN
• Demonstrated proficiency with Microsoft Office 365 services through experience, training, certification, and/or education
• Demonstrated proficiency with Microsoft Windows Remote Desktop Services through experience, training, certification, and/or education
• Demonstrated proficiency with Microsoft Windows installation and configuration through experience, training, certification, and/or education
• Demonstrated proficiency with Microsoft Active Directory (user and group management) through experience, training, certification, and/or education
• Demonstrated proficiency with IP phone systems through experience, training, certification, and/or education
• Demonstrated proficiency in general IT troubleshooting and end-user support through experience, training, certification, and/or education

Pay Rate

$26 - $33 per hour, commensurate with experience and skills.