Help Desk Specialist: Hybrid IT Support & Training

Empire State Development; New York (NY); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Comprehensive Benefits Package

Job summary

Empire State Development is seeking an IT Helpdesk Specialist to provide end-user support for hardware and software, incl. remote access and mobile devices. You will handle tickets, train users, and coordinate onboarding/offboarding and moves.

Occasional travel to ESD offices is required. The role emphasizes strong communication, problem solving, and customer service in a fast-paced environment. Applicants should submit a cover letter with resume.

Qualifications

• Strong verbal and written communication.
• 4+ years customer service in a fast-paced environment.
• Ability to work independently remotely and as part of a team.
• Experience with helpdesk software and Windows/macOS environments.
• Familiarity with video conferencing tools (Zoom/WebEx).
• Willingness to train users and create SOPs.

Responsibilities

• Provide end-user hardware and software support promptly.
• Manage daily helpdesk tickets and follow-ups.
• Assist staff via phone, email, and ticketing.
• Support remote access on desktops, laptops, and mobile devices.
• Train new users and conduct orientations.
• Coordinate onboarding/offboarding and moves.
• Liaise with LAN techs and third-party vendors.
• Occasional travel to ESD offices.

Skills

Customer service

Phone support

Written communication

Analytical skills

Team player

Remote work

Tools

O365

Windows 10+

Mac/iOS

Adobe Cloud

Job description

Empire State Development is seeking an IT Helpdesk Specialist to provide end-user support for hardware and software, incl. remote access and mobile devices. You will handle tickets, train users, and coordinate onboarding/offboarding and moves.

Occasional travel to ESD offices is required. The role emphasizes strong communication, problem solving, and customer service in a fast-paced environment. Applicants should submit a cover letter with resume.