Help Desk Technician

Entre Computer Services; Village of Newark (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Entre Computer Services in Rochester, NY, is seeking a Help Desk Technician to provide Level 1 support by phone, email, chat, and in person, addressing hardware, software, and account-access issues.

You will document requests, escalate complex problems to Level 2/3, and assist with Windows, Microsoft 365, email, and business applications while following IT policies. This role emphasizes customer service, clear communication, and teamwork in a fast-paced environment with opportunities for growth.

Qualifications

• High school diploma or equivalent.
• Basic understanding of computer hardware, software, and networking concepts.
• Strong customer service and communication skills.
• Ability to troubleshoot problems logically and systematically.
• Comfortable learning new technologies and software.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong attention to detail and organizational skills.

Responsibilities

• Provide Level 1 technical support by phone, email, chat, and/or in person.
• Troubleshoot common issues involving computers, laptops, monitors, printers, mobile devices, and peripherals.
• Assist users with Windows, Microsoft 365, email, and other business applications.
• Create, update, and close help desk tickets while maintaining accurate documentation.
• Assist with password resets, account unlocks, and basic user-access requests.
• Perform basic network troubleshooting, including connectivity and Wi‑Fi issues.
• Install, configure, and update software and computer equipment.
• Set up workstations and equipment for new and existing employees.
• Follow established IT procedures and security policies.
• Escalate unresolved or complex technical issues to Level 2/Level 3 support.
• Maintain a professional, patient, and customer-service-oriented approach when assisting users.
• Contribute to IT documentation, knowledge‑base articles, and troubleshooting guides.

Skills

Customer service

Troubleshooting

Windows basics

Microsoft 365

Education

High school diploma or equivalent

Associate degree in IT (preferred)

Tools

Microsoft 365

Windows 10/11

Active Directory

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 a Help Desk Technician for our client who will troubleshoot common hardware, software, network, and account-access issues, document support requests, and escape more complex problems to senior IT staff.

Key Responsibilities

• Provide Level 1 technical support by phone, email, chat, and/or in person.
• Troubleshoot common issues involving computers, laptops, monitors, printers, mobile devices, and peripherals.
• Assist users with Windows, Microsoft 365, email, and other business applications.
• Create, update, and close help desk tickets while maintaining accurate documentation.
• Assist with password resets, account unlocks, and basic user-access requests.
• Perform basic network troubleshooting, including connectivity and Wi‑Fi issues.
• Install, configure, and update software and computer equipment.
• Set up workstations and equipment for new and existing employees.
• Follow established IT procedures and security policies.
• Escalate unresolved or complex technical issues to Level 2/Level 3 support.
• Maintain a professional, patient, and customer-service-oriented approach when assisting users.
• Contribute to IT documentation, knowledge‑base articles, and troubleshooting guides.

Required Qualifications

• High school diploma or equivalent.
• Basic understanding of computer hardware, software, and networking concepts.
• Strong customer service and communication skills.
• Ability to troubleshoot problems logically and systematically.
• Comfortable learning new technologies and software.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong attention to detail and organizational skills.

Preferred Qualifications

• CompTIA A+, Network+, or other relevant IT certification.
• Associate degree or coursework in Information Technology, Computer Science, or a related field.
• Experience with Microsoft 365, Active Directory, Windows 10/11, or common help desk/ticketing systems.
• Previous customer service, technical support, internship, or IT experience.