Help Desk Technician I — Fast, Friendly IT Support

Acupath Laboratories, Inc; Plainview (NY); On-site; USD 42,000 - 52,000; Full time

Job summary

Acupath Laboratories, Inc. in Plainview, NY, is seeking an entry-level Help Desk Level I technician to provide first-line IT support to end users. You will handle basic hardware, software, and network issues, document incidents, and escalate complex problems as needed.

You will respond via phone, email, chat, or ticketing system, create and close tickets, and follow KB articles while maintaining security policies and accurate records. A strong customer-service mindset is essential.

Qualifications

• 1–2+ years in customer service or technical support.
• Working knowledge of Windows and Microsoft Office 365.
• Familiarity with ticketing systems (ServiceNow, Zendesk, Jira).
• Strong communication and customer-focused attitude.
• Willingness to work shifts including evenings/weekends.

Responsibilities

• Respond to user requests via phone, email, chat, or ticketing system.
• Troubleshoot and resolve basic technical issues (password resets, software, hardware, connectivity).
• Create, update, and close tickets with documented steps.
• Escalate complex issues to Level II/III.
• Maintain inventory records and assist with asset tracking.
• Provide clear instructions to prevent recurring issues.
• Adhere to security policies and company procedures.
• Participate in ongoing training and stay current with supported systems.

Skills

Customer service

Technical support

Communication

Documentation

Team collaboration

Troubleshooting

Shift flexibility

Education

High school diploma

Associate degree in IT/CS

Tools

Windows

Office 365

Desktop apps

ServiceNow

Zendesk

Jira Service Management

Job description

Acupath Laboratories, Inc. in Plainview, NY, is seeking an entry-level Help Desk Level I technician to provide first-line IT support to end users. You will handle basic hardware, software, and network issues, document incidents, and escalate complex problems as needed.

You will respond via phone, email, chat, or ticketing system, create and close tickets, and follow KB articles while maintaining security policies and accurate records. A strong customer-service mindset is essential.