Help Desk Technician – Level 1

DIMARCO GROUP LLC; City of Rochester (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

The DiMarco Group is seeking a motivated Help Desk Technician – Level 1 to provide end-user support across all DiMarco Group entities. This onsite role in Henrietta, NY offers hands-on experience with modern IT systems and infrastructure.

You will be the first point of contact, resolve tickets, manage accounts, and assist with Microsoft 365 and Windows 11 support, while traveling to company locations as needed.

Qualifications

• Associate degree in Information Technology, Computer Science, or a related field; equivalent work experience will also be considered.
• Strong customer service and communication skills.
• Basic understanding of computer hardware, software, and networking concepts.
• Reliable transportation and the ability to travel to offsite locations as needed.
• Ability to work independently and as part of a team.

Responsibilities

• Serve as the first level of technical support for end users across the organization.
• Respond to and resolve help desk tickets in a timely and professional manner.
• Create and manage user accounts, including password resets and access requests.
• Maintain accurate IT documentation, asset records, and inventory tracking.
• Provide exceptional customer service and technical assistance to employees.
• Assist with the setup, deployment, and support of computer hardware and software.
• Support and troubleshoot Microsoft 365 applications and Windows 11 environments.
• Utilize the Halo ticketing system to document, track, and manage support requests.
• Travel to company locations as needed to provide onsite technical support.
• Demonstrate a willingness to learn new technologies and expand technical skills.

Skills

Customer service

Communication

IT knowledge

Halo ticketing

Education

Associate degree in IT/CS

Tools

Halo ticketing system

Job description

The DiMarco Group has proudly served the commercial construction industry for more than 100 years. We are seeking a motivated and customer-focused Help Desk Technician – Level 1 to provide technical support across all DiMarco Group entities.

This position is ideal for an individual who is passionate about customer service and has a strong interest in Information Technology. The successful candidate will serve as the first point of contact for end-user support, assisting with day-to-day technical issues while gaining hands‑on experience with modern IT systems and infrastructure.

Key Responsibilities

• Serve as the first level of technical support for end users across the organization.
• Respond to and resolve help desk tickets in a timely and professional manner.
• Create and manage user accounts, including password resets and access requests.
• Maintain accurate IT documentation, asset records, and inventory tracking.
• Provide exceptional customer service and technical assistance to employees.
• Assist with the setup, deployment, and support of computer hardware and software.
• Support and troubleshoot Microsoft 365 applications and Windows 11 environments.
• Utilize the Halo ticketing system to document, track, and manage support requests.
• Travel to company locations as needed to provide onsite technical support.
• Demonstrate a willingness to learn new technologies and expand technical skills.

Qualifications

Required

• Associate degree in Information Technology, Computer Science, or a related field; equivalent work experience will also be considered.
• Strong customer service and communication skills.
• Basic understanding of computer hardware, software, and networking concepts.
• Reliable transportation and the ability to travel to offsite locations as needed.
• Ability to work independently and as part of a team.

Preferred

• Experience supporting Microsoft 365 applications.
• Familiarity with Windows 11 operating systems.
• Experience using help desk or ticketing systems, preferably Halo.
• Previous customer service or technical support experience.

Work Environment

• This is a full-time, onsite position located in Henrietta, New York.
• Typical work schedule is Monday through Friday, 8:00 AM to 5:00 PM.
• Participation in an on‑call rotation may be required as needed.