IT Help Desk Support Engineer

The-Garam-Group; Village of East Syracuse (NY); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Long-term disability insurance

Retirement account

Job summary

The Garam Group is seeking a Helpdesk Support Engineer to join a talented team that delivers outstanding technical support to clients. You will field incoming requests, manage ticket queues, and work with customers over the phone to resolve issues.

The role emphasizes a customer-first mindset, punctuality, and meticulous documentation. You will participate in on-site moves, phone deployments, and routine endpoint management while maintaining a high standard of client service.

Qualifications

• Demonstrated customer-first mindset and problem solving.
• Punctual and reliable in handling tickets and updates.
• Attention to detail and strong documentation practices.

Responsibilities

• Manage tickets using Autotask and maintain queues.
• Provide remote and on-site support as needed.
• Configure phones and perform workstation builds for clients.
• Assist with onboarding and ongoing client communication.
• Maintain professional, polished client-facing image.

Skills

Customer focus

Punctuality

Detail oriented

Ownership

Planning & execution

Professional image

Communication

Documentation

Long-term commitment

Tools

Autotask

Autotask Endpoint Management

Job description

Helpdesk Support Engineer

We are looking to expand our team of superstars.

At The Garam Group, we believe happy employees lead to happy clients. This is why our driving principles are to provide a fun and dynamic work environment where customer service is job number one and why we only hire the most talented people in the industry.

While we have a wide array of backgrounds and work experience, everyone at The Garam Group shares one common trait - a passion for creating that "WOW!" experience for our clients. If you possess a fierce commitment to customer support and have a work ethic to match, we believe we have an environment in which you will thrive.

Become part of a team built on:

Integrity – Doing the right thing even when no one is watching.

Dedication – Taking ownership and seeing things through to completion.

Positive Attitude – Approaching every situation with an optimistic attitude.

Team Oriented – Always working together for the betterment of each individual and the organization.

Fun – Taking ourselves less seriously and laughing often.

Position:

As a Helpdesk Engineer you will be a member of a team that fields incoming support requests, manages ticket queues and works with clients over the phone to provide outstanding technical support.

Duties:

This position will include the following duties at a minimum:

• Manage tickets using our ticketing system (Autotask)
• Manage endpoints using AEM (Autotask Endpoint Management)
  • Remote support
  • Monitoring
  • Reporting
• Backup monitoring
• Workstation & laptop builds
• New phone configurations
• Phone deployment assistance
• Antivirus system management
• Behind the scenes work for clients
• On-site support for large office moves / configurations
• On call rotation

The successful applicant will possess the following skills:

• A “Customer First” philosophy and mindset. If you don’t like serving people and cheerfully solving their problems, this is probably not the job for you.
• The ability to be punctual. Someone who believes that early is on time and on time is late.
• The unusual ability to be obsessively detail oriented.
• The ability to cheerfully take ownership of any problem.
• The ability to design and execute a plan.
• The desire to have a professional and polished image.
• The ability to write and speak clearly and to be able to explain complex topics simply.
• The discipline to maintain strong documentation.

You must:

• NOT be a job hopper. We are looking to invest in you and have a long term successful relationship for BOTH of us.
• Have a good reliable vehicle.
• Compensation is dependent upon experience and is higher than market standards.
• Certifications are nice but experience reigns supreme.
• You won’t have to leave us to get ahead. Our high performers stick with us and grow with us.
• We have fun and believe in providing a great work environment for our people.
• If you don’t have much practical experience, if you aren’t fun to be around, if you can’t stand up to pressure, if you are not looking for a long-term thing, then you probably should not accept an interview.

Additional information:

• Compensation is dependent upon experience and is higher than market standards.
• Certifications are nice but experience reigns supreme.
• You won’t have to leave us to get ahead. Our high performers stick with us and grow with us.
• We have fun and believe in providing a great work environment for our people.
• If you don’t have much practical experience, if you aren’t fun to be around, if you can’t stand up to pressure, if you are not looking for a long-term thing, then you probably should not accept an interview.

Three years of experience working in technical support is preferred, however, if you have the ability, integrity and capacity to join our team we are willing to hire and train you for success.

Employer provides the following benefits

• Health Insurance
• Dental Insurance
• Long-term disability insurance
• Retirement account