Desktop Support Technician

Entre Computer Services; City of Rochester (NY); On-site; USD 42,000 - 56,000; Full time

Job summary

Entre Computer Services in Rochester, NY seeks an experienced Desktop Support Technician to provide on-site technical support for end-user hardware, software, and network-related issues. The role requires proactive problem-solving, strong technical expertise, and excellent customer service, with flexibility for after-hours support.

The candidate will install, configure, and upgrade computers and peripherals, maintain documentation, and assist with project requests while contributing to incident

Qualifications

• Associate degree in CS or related field preferred.
• 2–3 years of Information Technology experience preferred.

Responsibilities

• Provide on-site technical support for end-user hardware and software.
• Troubleshoot network-related issues and coordinate with vendors as needed.
• Install and configure computers, printers, and peripherals.
• Upgrade operating systems and software; maintain documentation in ticketing system.
• Assist with project requests and participate in incident management.
• Maintain device inventory and support mobile devices as required.
• Generate reports on trends and service metrics.

Skills

IT support

Customer service

Troubleshooting

Education

Associate degree in Computer Science or related field

Job description

Entre Computer Services is Rochester's leading provider in technology services including Managed Services, IT Infrastructure Engineering & Architecture, Application Development, Hardware & Software Sales, and IT Outsourcing & Recruiting. Entre has been headquartered in Rochester, NY since 1984, and serves organizations both regionally and nationally. Entre is a family-oriented organization that provides great flexibility in professional growth, offers resources for individual success in a team environment, and recognizes the importance of work-life balance.

We are seeking an experienced Desktop Support Technician to provide on-site technical support and troubleshooting for end-user hardware, software, and network-related issues for our client. The ideal candidate will be a proactive problem-solver with strong technical expertise and excellent customer service skills, capable of resolving a broad range of IT support tasks independently and efficiently.

Key Responsibilities

• " Acts as a liaison with end-user for computer related issues and escalations.
• " Acts as a technical resource in assisting customers to assess and resolve hardware and software issues.
• " Install and configure computers, monitors, and peripherals such as printers, scanners, smartphones and other related hardware.
• " Upgrade operating systems and software.
• " Assist with new project requests as needed.
• " Create and update documentation as needed.
• " Track and document, within the ticketing system, progress and steps taken to resolve issues.
• " Performs and assists in hardware and software maintenance services.
• " Report on trends.
• " Participate in the major incident identification and resolution process.
• " Performs on-call responsibilities.
• " Able to work a flexible schedule (hours may vary), work after-hours calls, may include some evenings and weekends as needed.
• " Maintains a high degree of computer expertise.
• " Troubleshoots and resolves tickets for issues and requests for new mobile equipment, features, and functionality for customer's in-person, remotely, and by phone support.
• " Maintains mobile device inventory management.
• " Provides Level I technical support in assisting IT Support Services team members with setup, configuration, maintenance, and reported problems for mobile devices.
• " Performs other duties as assigned.

Minimum Qualifications

• " Associate's degree in Computer Science or related field preferred.
• " 2-3 years of Information Technology experience preferred.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Entre, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.

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