IT Help Desk Assistant

Colonial Group; City of Middletown (NY); Hybrid; USD 29,000 - 32,000; Full time

Job summary

Clear Destination Inc. is seeking an IT Helpdesk Assistant in Middletown, NY to deliver effective technical support and guide users through IT systems. You will log and manage tickets, document details, and provide assistance via phone or remote tools.

The role requires 1–2 years in hardware/software support, basic Microsoft Office proficiency, and a valid driver’s license. On-site hours are Monday–Friday with some travel to regional agency sites.

Qualifications

• Basic knowledge of Microsoft desktop systems, operating systems, and the Office application suite.
• 1–2 years of progressive experience in computer hardware and software support.
• Associate Degree in Computer Information Systems or related field preferred.
• Previous customer service experience in a help desk environment preferred.

Responsibilities

• Provide technical support for help desk calls and create tickets in the help desk ticketing system.
• Manage and monitor all incoming tickets, ensuring all necessary information is collected for resolution.
• Perform basic troubleshooting and assistance via phone or through remote support tools.
• Travel to different agency sites as needed, covering Orange, Ulster, Dutchess, Sullivan, Columbia, Greene, Queens, and Westchester counties.

Skills

Customer service

Communication

Organization

Bilingual (EN/ES) a plus

Education

Associate degree in Computer Information Systems or related field

Job description

Location: Middletown, NY

Pay Rate: $21.25/hr. + Benefits Package

Hours: On-Site, Monday-Friday 8:00AM-4:30PM with flexibility

Travel Required: Up to 30%

OVERVIEW OF PRIMARY RESPONSIBILITIES

The IT Helpdesk Assistant is responsible for providing effective technical assistance and guidance with information technology systems. This role includes managing incoming help desk tickets and accurately documenting relevant information in the ticketing system.

PRIMARY FUNCTIONS

• Provide technical support for help desk calls and create corresponding tickets in the help desk ticketing system
• Manage and monitor all incoming tickets, ensuring all necessary information is collected for resolution
• Perform basic troubleshooting and assistance via phone or through remote support tools
• Travel to different agency sites as needed. Locations include but not limited to: Orange, Ulster, Dutchess, Sullivan, Columbia, Greene, Queens, and Westchester County.

ADDITIONAL FUNCTIONAL / ORGANIZATIONAL SUPPORT

• Additional assignments or duties may be determined at a future date based on organizational needs

QUALIFICATIONS AND ATTRIBUTES

• Strong customer service skills, with the ability to respond effectively and in a timely manner
• Excellent written and verbal communication skills; ability to interact professionally with internal stakeholders at all levels
• Strong organizational, time management, and prioritization abilities
• Bilingual (English and Spanish) a plus
• Valid unrestricted driver's license required
• Reliable transportation required

EDUCATION AND EXPERIENCE

• Basic knowledge of Microsoft desktop systems, operating systems, and the Office application suite
• Minimum of 1–2 years of progressive experience in computer hardware and software support
• Associate Degree in Computer Information Systems or a related field preferred
• Previous customer service experience in a help desk environment preferred

PHYSICAL CHARACTERISTICS

These physical demands are representative of the physical requirements necessary for an employee to perform the job's essential functions successfully. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the position, which are reviewed in each case.

• Must be capable to sit or stand in front of a computer for long-periods of time
• Able to work in open space floor plan
• Must be capable to move throughout work day (and follow individuals throughout the community)
• Work alongside co-workers within 3 feet
• Must be able to move in tight spaces
• Occasional lifting of > _15+ pounds