Customer-Focused IT Help Desk Technician

ACM Global Laboratories; City of Rochester (NY); On-site; USD 33,000 - 40,000; Full time

Job summary

Rochester Regional Health is seeking a Service Desk Technician to join the Information Services and Technology team in Rochester. The role provides first-line IT support across in-person, phone, and email channels, resolving incidents and requests with a strong focus on first contact resolution.

You will assist with onboarding/offboarding, manage user accounts, troubleshoot hardware and software, and collaborate with engineering teams to improve services. Schedule: Mon–Fri, 9am–5pm.

Qualifications

• 1+ years of IT experience, preferably in an IT help desk role.
• Associates Degree in IT or equivalent.
• Ability to work independently in a fast-paced environment.
• Well organized with the ability to multi-task and prioritize workload.
• Good verbal and written communication with a customer-friendly approach.
• Basic troubleshooting skills with hardware and software.
• Experience with Microsoft Office.
• Experience with basic network tools.
• Ability to stay calm under pressure in a fast-paced environment.

Responsibilities

• Process end-user IT onboarding and offboarding and manage user accounts as requested.
• Provide technical support in person, over the phone, or via chat/email.
• Resolve customer issues and requests promptly and effectively.
• Collaborate with technical and engineering teams to translate problems into better support.
• Troubleshoot issues with ACM/Drugscan/DSI products and services.
• Manage incident tickets per guidelines and escalate when needed.
• Maintain Asset Tracking Database.
• Ensure adherence to service level agreements and participate in IT on-call rotation.
• Perform other duties as assigned.

Skills

End-user support

Customer service

Troubleshooting

Multitasking

Communication

Education

Associates Degree in IT

Tools

Microsoft Office

Network tools

Job description

Rochester Regional Health is seeking a Service Desk Technician to join the Information Services and Technology team in Rochester. The role provides first-line IT support across in-person, phone, and email channels, resolving incidents and requests with a strong focus on first contact resolution.

You will assist with onboarding/offboarding, manage user accounts, troubleshoot hardware and software, and collaborate with engineering teams to improve services. Schedule: Mon–Fri, 9am–5pm.