Help Desk Technician: Grow into Infra & Data Center

TEKsystems

City of Rochester (NY)

On-site

USD 28,000 - 34,000

Full time

14 days+

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Job summary

TEKsystems seeks a customer-focused Help Desk / Technical Support Analyst for a Rochester, NY engagement. You’ll provide first‑level support by phone, email, and tickets, troubleshoot desktop, printer, account, and connectivity issues, and document resolutions for a large user population.

You’ll work across Windows, macOS, and UNIX/Linux, with potential cross‑training into infrastructure and data center operations.

Qualifications

2+ years of Help Desk, Service Desk, or IT Support experience.
Experience providing phone-based and remote technical support.
Strong troubleshooting skills including password resets, printer connectivity, and Windows desktop support.
Ability to document issues and resolutions clearly and concisely.
Experience with ticketing systems.

Responsibilities

Provide first-level technical support via phone, email, and ticketing system.
Troubleshoot hardware, software, account access, and connectivity issues.
Perform password resets, printer troubleshooting, account support, and general desktop support.
Create, update, and escalate tickets to desktop, systems, and infrastructure teams.
Support Windows, macOS, and UNIX/Linux‑based environments.
Document issues, troubleshooting steps, and resolutions clearly and accurately.
Prioritize incoming requests and maintain service levels in a fast‑paced environment.
Collaborate with technical teams to resolve more complex issues.
Participate in cross‑training opportunities within infrastructure and data center operations.
Maintain a high level of customer satisfaction while supporting a large user population.