Support Jobs in Rensselaer, NY

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Desktop Support Technician

Ovation Workplace Services Rensselaer, NY

Rensselaer, NY

Today

$20 - $23/hr Full time Active Directory Application Support End User Support

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Job Description

Ovation Workplace Services is hiring a Desktop Support Technician to provide consistent, day-to-day assistance for end users in a local and remote support model. This onsite role in Rensselaer, NY focuses on troubleshooting desktops and supported applications, documenting every step, and keeping incident records up to date in a ticketing system.

In this position, you will handle inbound support requests, diagnose and resolve hardware and software faults, and coordinate with internal leadership and third-party partners when issues require deeper remediation. You will also support approved desktop software across supported Windows platforms, assist with peripherals and network-connected problems, and communicate status and resolution timelines to customers.

Responsibilities

Provide local and remote day-to-day desktop support for customer issues
Receive inbound calls, troubleshoot hardware, software, and application challenges, and document resolution steps in a ticketing system
Support customer resolution on calls and escalate to supervisors and managers to maintain operational consistency across shifts in the IT Support Center
Perform break/fix fault diagnosis and resolution
Conduct fault analysis across customers’ core operating systems and platforms
Deliver first- and second-level contact and problem resolution for customer-reported incidents
Provide desktop fault resolution for the approved application suite
Work with third-party vendors to remediate complex AV issues as needed
Provide timely communication on issue status and resolution
Maintain ticket updates for all reported incidents
Install, upgrade, support, and troubleshoot Windows XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010
Install, upgrade, support, and troubleshoot Cisco Jabber and other authorized desktop applications
Support Apple PC users by using basic knowledge of the Mac operating system
Install, upgrade, support, and troubleshoot printers and authorized computer hardware
Perform general preventative maintenance on computers, laptops, and printers
Complete remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment
Use diagnostic tools to troubleshoot network connectivity issues and workstation hardware/software problems
Apply broad IT experience with basic understanding of networks, servers, audio/visual, smart devices, and telecoms
Work in a project-based environment requiring flexibility and teamwork
Perform other duties as assigned

Requirements

Bachelor’s Degree or equivalent in Computer Science or a related field
CompTIA A+
Microsoft Certified Professional (MCP) or better
Minimum 18 months of IT experience
Experience with Windows 7–10, Microsoft Active Directory, and the use of GPOs, plus MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems
Experience with mobile device management for iOS and Android devices, enterprise encryption solutions, and Windows PC/laptop management via Active Directory
Proven analytical, troubleshooting, and problem-solving skills
Ability to multi-task, determine priorities effectively, and meet SLA expectations
Excellent communication, relationship-building, and internal customer service skills
Ability to adapt and stay flexible in a fast-changing industry and work environment
Willingness to work off-hours and weekends when required for projects or emergency support
Desktop support experience: 3 years (Required)
Active Directory experience: 3 years (Required)

Technologies

Windows XP, Windows 7, Windows 8.1, Windows 10
Microsoft Office 2010, Microsoft Office 365
Cisco Jabber
Microsoft Active Directory, GPOs
Enterprise anti-virus solutions, helpdesk ticketing systems
iOS, Android
Enterprise encryption solutions
Mac operating system
Printers, PC hardware
Network connectivity
Audio/Visual, smart devices, telecoms

Benefits

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

Job Type: Full-time (in person)

Location: Rensselaer, NY

Pay: $20.00 - $23.00 per hour

Expected Hours: 40.0 per week

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