IT Help Desk Assistant

Access: Supports for Living; City of Middletown (NY); On-site; USD 24,000 - 34,000; Full time

Job summary

Access: Supports for Living in Middletown, NY is seeking an IT Helpdesk Assistant to provide effective technical assistance and guidance for information technology systems. Responsibilities include managing tickets, basic troubleshooting, and remote support with occasional travel to multiple agency sites in the region.

The role requires 1–2 years in computer hardware/software support, strong customer service, and solid communication skills.

Qualifications

• Minimum of 1-2 years of progressive experience in computer hardware and software support.
• Associates degree preferred in CIS or related field.
• Strong customer service and written/verbal communication skills.

Responsibilities

• Provide technical support for help desk calls and create corresponding tickets in the help desk system.
• Manage and monitor all incoming tickets, ensuring information needed for resolution is captured.
• Perform basic troubleshooting and remote support when needed.
• Travel to different agency sites as required, up to 30%.

Skills

Customer service

Communication

Organization

Bilingual (EN/ES)

Driver's license

Education

Associate Degree in Computer Information Systems

Tools

Microsoft Windows

Help desk ticketing system

Job description

Do Work That Matters. In a Culture That Means It.

Be part of a team that values connection, accountability, and real impact.

Why Access?

Because how we work matters just as much as what we do. At Access, our Culture Playbook isn't a poster on the wall - it's how we show up for each other and for the people we support.

You’ll Be Part Of a Team That Is

• Clear about expectations
• Supportive and accountable
• Focused on outcomes that matter to people.

And committed to helping people live the healthiest and fullest lives possible - while making sure out staff can do the same.

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

An Equal Opportunity Employer, including disability and Veterans