IT Generalist

Acara Solutions, Inc.; Town of Florida (NY); On-site; USD 52,000 - 76,000; Full time

Job summary

Acara Solutions is seeking an experienced Desktop Support Specialist to maintain day-to-day network and end-user support in a U.S. environment.

The role focuses on incident resolution, imaging, asset management, and AV/VC assistance to keep clients and staff connected and productive. Applicants should have 3+ years in desktop support, familiarity with ServiceNow, Windows 11, and Office applications, and the ability to communicate clearly with non-technical users.

Qualifications

• 3+ years of experience in desktop support, IT help desk, or end-user technical support.
• Experience with ServiceNow or similar IT service management platforms.
• Experience supporting Windows 11 and Microsoft Office applications.
• Familiarity with PC imaging, data backups, and end-user data transfers.
• Experience with IT asset management, inventory tracking, and equipment audits.
• Experience coordinating hardware refreshes, equipment deployments, and in-person user support.

Responsibilities

• Tier 1 Help Desk Incident and Service Request monitoring using the ServiceNow ticketing platform.
• First call contact, for both remote and in-person troubleshooting across the entire base.
• Scheduling coordination for in-person troubleshooting and resolution.
• Troubleshooting operating system and business application anomalies.
• PC imaging and associated configuration updates during quarterly image releases.
• Equipment inventorying, asset tracking, auditing, and disposition.
• Unboxing, moving, lifting, carrying, and delivery of computer equipment and peripherals.
• IT equipment moves between buildings, floors, and cubicles.
• Adjunct video conference hardware and software assistance in business conference rooms.
• Network connectivity surveys and verification at end-user seating locations.

Skills

Desktop support

Help desk

End-user support

ServiceNow

Windows 11

Microsoft Office

Customer service

Communication

IT asset management

VTC support

Network troubleshooting

Education

HS Diploma

Tools

ServiceNow

Job description

This role supports day-to-day network operations by performing network moves, adds, and changes; installing and configuring network equipment; and maintaining connectivity across user, office, and data center environments. The position serves as a first responder for service tickets, troubleshooting network issues, coordinating with users and technical teams, and supporting break/fix activities to restore service and meet performance targets. It also includes hardware testing, documentation, asset management, compliance with IT security standards, and support for scheduled maintenance or change-control activities.

Why You'll Love Working Here:

• Supportive, team-driven culture that values collaboration, transparency, and accountability
• Opportunity to grow your career with a global workforce solutions leader serving multiple industries
• People-first environment that encourages employees to bring their authentic selves to work
• Strong focus on partnership, innovation, and delivering meaningful results for clients and candidates

Why This Opportunity is Exciting:

This role offers the chance to join a company that prioritizes both people and performance-where your contributions directly impact client success while giving you room to grow and develop professionally.

About Acara Solutions

Acara is a premier recruiting and workforce solutions provider-we help companies compete for talent. With a legacy of experience in various industries worldwide, we partner with clients, listen to their needs, and customize visionary talent solutions that drive desired business outcomes. We leverage decades of experience to deliver contingent staffing, direct placement, executive search, and workforce services worldwide.

What You'll Do:

• Tier 1 Help Desk Incident and Service Request monitoring using the Service Now ticketing platform
• First call contact, for both remote and in person troubleshooting across the entire base, to reach an acceptable resolution
• Scheduling coordination for in-person troubleshooting and resolution
• Troubleshooting operating system and business application anomalies
• Refreshing updated hardware with updated hardware, that includes, user contact, scheduling, data backups, data transfers, in-person system delivery & white glove treatment upon delivery to ensure the user is 100% operational with their new pc
• Business application developer or packager coordination when initial attempts at troubleshooting are unsuccessful
• PC imaging and associated configuration updates in between quarterly image releases
• Equipment inventorying, asset tracking, auditing, and disposition
• Unboxing, moving, lifting, carrying and delivery of computer equipment and peripherals
• IT equipment moves between buildings, floors, and cubicles
• Adjunct video teleconference hardware and software assistance within business conference rooms
• Network connectivity surveys and verification at designated end-user seating locations
• Demonstrated verbal and written communication skills
• Organizational capabilities that allow for balancing multiple tasks and shifting business priorities
• Ability to bring issues to a full closure, without leaving behind unfinished work

Job Requirements

What You'll Bring:

3+ years of experience in desktop support, IT help desk, or end-user technical support

3-5 years of experience troubleshooting Windows operating systems, hardware, and business applications

3-5 years of experience managing service tickets, incident resolution, and service requests

3+ years of PC imaging, hardware refreshes, and workstation configurations

Active Security Clearance

HS Diploma or Equivalent

What Sets You Apart:

Experience with ServiceNow or similar IT service management platforms

Experience supporting Windows 11 and Microsoft Office applications

Familiarity with PC imaging, data backups, and end-user data transfers

Experience with IT asset management, inventory tracking, and equipment audits

Experience supporting video teleconferencing (VTC) systems and conference room technology

Knowledge of network connectivity troubleshooting, including LAN, DNS, DHCP, and VPN

Experience coordinating hardware refreshes, equipment deployments, and in-person user support

Strong customer service skills with the ability to communicate technical issues clearly to non-technical users

Additional Information:

• Current DoD/DoW Secret clearance required

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.