IT Help Desk Specialist — Frontline Tech Support

Recovery Centers of America; Town of Florida (NY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Recovery Centers of America is seeking an IT Help Desk Analyst to provide first-line support for staff across clinics and offices in New York. The role focuses on diagnosing hardware and software issues, guiding users to solutions, and documenting resolutions.

The position runs 8am-4:30pm, Monday–Friday, onsite, and requires strong communication, troubleshooting, and multitasking abilities to maintain service levels across a growing health network.

Qualifications

• BS degree in Information Technology or Computer Science, or equivalent.
• 3+ years of experience in providing help desk support.
• Good communication skills.
• Working knowledge of help desk software, databases and remote control.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking ability.

Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem-solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customer expectations.
• Ensure proper recording, documentation and closure.
• Recommend procedure modifications or improvements.

Skills

Customer service

Problem solving

Technical proficiency

Initiative

Communication skills

Education

Bachelor's degree in IT/CS

Tools

Help desk software

Remote control

Job description

Recovery Centers of America is seeking an IT Help Desk Analyst to provide first-line support for staff across clinics and offices in New York. The role focuses on diagnosing hardware and software issues, guiding users to solutions, and documenting resolutions.

The position runs 8am-4:30pm, Monday–Friday, onsite, and requires strong communication, troubleshooting, and multitasking abilities to maintain service levels across a growing health network.