Support Jobs in Akron, NY

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1d ago

IT Helpdesk Support

Perry's Ice Cream Akron, NY

Akron, NY

1d ago

$26 - $33/hr Full time End User Support Help Desk Support Identity and Access Management

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Job Description

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.

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