Help Desk Technician Tier II

Beyond TalentEdge; City of Rochester (NY); On-site; USD 29,797 - 43,050; Full time

Job summary

A technology and logistics solutions provider is seeking a Help Desk Technician Tier II in Rochester, NY. This role involves providing tier-1 and tier-2 support to employees, troubleshooting hardware and software issues, and managing IT asset inventory. Applicants should have an associate degree in Computer Science or equivalent experience, with 1-3 years in a help desk role. The position offers hourly pay ranging from $21.63 to $31.25, with additional responsibilities in onboarding and offboarding staff.

Qualifications

• 1–3 years in a help desk, desktop support, or similar IT role.
• Experience supporting line-of-business applications.
• Familiarity with printers, scanners, and workstation lifecycle management.

Responsibilities

• Provide tier-1 and tier-2 end-user support for Windows desktops and mobile scanners.
• Troubleshoot and support line-of-business applications and common productivity tools.
• Triage tickets in the helpdesk system and escalate issues as necessary.

Skills

Windows desktop troubleshooting

Customer service skills

Time-management

Imaging and deployment tooling

Education

Associate degree in Computer Science/Information Technology or equivalent

Tools

MDT

SCCM/Endpoint Manager

WorldShip

Job description

Beyond TalentEdge has a direct hire opportunity for a Help Desk Technician Tier II. Our client is a leader in logistics operations.

Beyond TalentEdge is looking for hands-on Help Desk Technician who thrives in a fast-paced, dynamic environment and is comfortable with shifting priorities. This role provides tier-1 and tier-2 support to employees across corporate and warehouse/manufacturing environments, troubleshooting hardware, software, connectivity and line-of-business applications. The Technician will perform onboarding/offboarding, imaging and upgrades, manage printers and label printers, support scanners and mobile devices, maintain inventory, document SOPs, and operate within the ticketing system. The position interfaces daily with staff at all levels and supports both onsite and remote users.

Responsibilities

• Provide tier-1 and tier-2 end-user support (onsite and remote) for Windows desktops/laptops, Chrome devices, and mobile scanners.
• Troubleshoot and support line-of-business applications and common productivity tools.
• Triage tickets in the helpdesk/ticketing system, update users, and escalate complex issues to IT staff or vendors as appropriate.
• Onboard and offboard employees: account creation/deactivation, mailbox setup, permissions, device provisioning and handoff.
• Build, image, upgrade, deploy, and decommission workstations using standard imaging tools and processes; verify application access post-deployment.
• Support printers and RFID/label printers as needed.
• Maintain accurate IT asset tracking and inventory; manage lifecycle and licensing records.
• Configure, troubleshoot, and maintain barcode scanners and mobile data collection devices.
• Diagnose basic network issues (SSID connectivity, IP addressing, ethernet) and coordinate escalations for broader network faults.
• Create and maintain SOPs, knowledge-based articles, and user documentation based on recurring incidents and rollouts.
• Assist with application, hardware, and system rollouts as needed.
• Participate in scheduled maintenance windows and occasional after-hours support.

Desired Skills and Qualifications

• Associate degree in Computer Science/Information Technology or equivalent experience.
• 1–3 years in a help desk, desktop support, or similar IT role.
• Strong Windows desktop experience (imaging, troubleshooting, configuration); comfortable supporting Chrome devices and mobile scanners.
• Experience supporting line-of-business applications
• Familiarity with printers/label printers, scanners, and workstation lifecycle management.
• Strong customer service, communication, and time-management skills; able to explain technical concepts to non-technical users.
• Comfortable working with limited standardization and learning new applications quickly.
• Certifications such as CompTIA A+, Network+, Microsoft MTA/MD-100, or equivalent.
• Experience with imaging/deployment tooling (MDT, SCCM/Endpoint Manager, Autopilot, etc.).
• Prior experience in logistics, warehouse, or cold-chain environments (label printing/manifesting experience a plus).
• Previous experience with WorldShip and/or DSI.

$21.63 – $31.25 Hourly

“Beyond TalentEdge is an Equal Opportunity Employer. It is the policy of Beyond TalentEdge to provide equal opportunity in employment and conditions of employment to all individuals regardless of age, race, color, religious beliefs, national origin, sexual orientation, gender identity, sex, veteran or military status, disability, pregnancy-related condition, predisposing genetic characteristics, genetic information, marital status, familial status, prior arrest, domestic violence victim status, non-job related convictions, participation in lawful activities outside of our workplace, or any other status protected by law.”