Desktop Support Specialist

IntegraTouch; City of Rochester (NY); On-site; USD 50,000 - 70,000; Part time

Job summary

A technology support organization based in Rochester is seeking a skilled Desktop Support Engineer to provide comprehensive deskside and remote technical support. The ideal candidate will have experience in troubleshooting Windows operating systems, Microsoft 365, and Active Directory. This role emphasizes strong customer service, collaborative teamwork, and the ability to manage IT systems efficiently.

Qualifications

• 2-5 years of experience in desktop support, IT helpdesk, or a similar role.
• Expertise in Windows 10/11, Microsoft Office 365, and Active Directory.
• Exceptional troubleshooting skills for both deskside and remote environments.

Responsibilities

• Provide Tier 1/2 deskside and remote technical support for Windows desktops, laptops, and peripheral devices.
• Manage and maintain user accounts, permissions, and group policies in Active Directory and Azure AD.
• Deliver excellent customer service by maintaining a professional and empathetic approach to end-user interactions.

Skills

Troubleshooting

Customer service

Active Directory

Windows 10/11

Networking fundamentals

Education

Bachelor's degree in Computer Information Systems or equivalent experience

Tools

Microsoft Intune

SCCM

Job description

We are seeking a skilled Desktop Support Engineer with expertise in Microsoft environments to provide comprehensive deskside and remote technical support to end users. The ideal candidate will have a strong background in Windows operating systems, Microsoft 365, Active Directory, and networking fundamentals, as well as experience working in a collaborative team environment. You will play a critical role in ensuring IT systems run smoothly and users receive timely and effective support.

ESSENTIAL FUNCTIONS:

Technical Support & Troubleshooting:

• Provide Tier 1/2 deskside and remote technical support for Windows desktops, laptops, and peripheral devices, ensuring timely resolution of issues.
• Troubleshoot and resolve hardware and software issues, including operating systems, enterprise applications, and custom configurations.
• Diagnose and resolve Microsoft 365-related issues, including Exchange Online, Teams, OneDrive, and SharePoint functionality.
• Resolve network connectivity issues (LAN/WAN, VPN, Wi-Fi) in collaboration with the network engineering team.
• Log, track, and manage support requests using a trouble ticketing system, ensuring timely resolution and accurate documentation of issues.
• Configure and manage endpoint security tools and ensure compliance with security protocols.
• Provide advanced support for mobile devices and virtual desktop environments.

System Administration & Maintenance:

• Manage and maintain user accounts, permissions, and group policies in Active Directory (AD) and Azure AD.
• Monitor and apply system patches, updates, and software deployments using tools such as Microsoft Intune or SCCM.
• Assist with new hardware/software rollouts, including imaging, configuring, and deploying devices.
• Maintain IT asset inventory, ensuring accurate tracking of desktops, laptops, and peripherals.
• Work closely with a team of deskside and remote support engineers to provide seamless, cross-functional support.
• Collaborate with other IT teams, including network, server, and application teams, to resolve complex issues and implement solutions.
• Serve as an escalation point for junior support staff, mentoring and providing guidance as needed.

Customer Service & Documentation:

• Deliver excellent customer service by maintaining a professional and empathetic approach to end-user interactions.
• Develop and maintain technical documentation, including knowledge base articles, FAQs, and training guides.
• Provide training and guidance to end users to optimize their use of IT systems and tools.
• Support IT projects such as system upgrades, migrations, and technology rollouts.
• Identify opportunities to improve IT processes and provide recommendations for streamlining operations.
• Participate in regular team meetings to discuss challenges, share knowledge, and contribute to team success.

QUALIFICATIONS:

• 2-5 years of experience in desktop support, IT helpdesk, or a similar role.
• Bachelors degree in Computer Information Systems or equivalent experience
• Expertise in Windows 10/11, Microsoft Office 365, and Active Directory.
• Experience with Azure AD, Intune, Group Policy, and software deployment tools.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with remote support tools, ticketing systems, and endpoint management platforms.
• Exceptional troubleshooting skills for both deskside and remote environments.
• Excellent communication and interpersonal skills, with a customer-focused mindset

PHYSICAL REQUIREMENTS

• Must be able to sit or stand for the duration of the shift
• Must be able to lift at least 25 pounds
• Ability to travel to all Rochester locations as required

Seniority level

• Associate

Employment type

• Contract

Job function

• Information Technology

Industries

• Non-profit Organizations and Hospitals and Health Care