Entry-Level IT Help Desk Technician

Acupath Laboratories, Inc.; Plainview (NY); On-site; USD 42,000 - 55,000; Full time

Job summary

Acupath Laboratories, Inc. in Plainview, NY, is seeking a Help Desk Level I technician to provide first-line technical support to end users. You will resolve routine hardware, software, and network issues, document incidents, and escalate complex problems as needed.

The role emphasizes customer service, accurate ticketing, and adherence to security policies. Some evenings, weekends, or on-call rotation may be required, with training provided.

Qualifications

• High school diploma or equivalent; associate degree in IT/CS preferred.
• 1–2+ years in customer service or technical support (help desk a plus).
• Working knowledge of Windows, Office 365, and common desktop apps.
• Familiarity with ticketing systems like ServiceNow, Zendesk, Jira Service Management.

Responsibilities

• Respond to user requests via phone, email, chat, or tickets promptly.
• Troubleshoot and resolve basic issues: password resets, software config, hardware problems, connectivity.
• Create, update, and close tickets with documented symptoms and steps.
• Escalate unresolved issues to Level II/III per guidelines.
• Maintain inventory records and assist with asset tracking.
• Provide clear user guidance to prevent recurring issues.
• Adhere to security policies and company procedures.
• Participate in ongoing training and stay current with supported systems.

Skills

Windows OS

Microsoft Office 365

Communication

Team player

Customer service

Documentation

Basic troubleshooting

Education

High school diploma or equivalent

Associate degree in IT/CS or related field preferred

Tools

ServiceNow

Zendesk

Jira Service Management

Remote support tools

Job description

Acupath Laboratories, Inc. in Plainview, NY, is seeking a Help Desk Level I technician to provide first-line technical support to end users. You will resolve routine hardware, software, and network issues, document incidents, and escalate complex problems as needed.

The role emphasizes customer service, accurate ticketing, and adherence to security policies. Some evenings, weekends, or on-call rotation may be required, with training provided.