IT Help Desk Technician — Frontline Support & Onboarding

Upstate Services Group; City of Albany (NY); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, and vision insurance

Paid time off and holidays

Professional growth and certification

Job summary

Upstate Services Group in Albany is seeking a motivated Help Desk Technician to join our IT support team. You will provide first-level support via phone, email, and onsite, and troubleshoot hardware, software, and network issues for employees.

This role requires 3+ years in a help desk, strong Windows 10/11 knowledge, and familiarity with Microsoft 365 and remote tools. We offer a competitive salary, insurance, PTO, and growth opportunities.

Qualifications

• 3+ years of experience in a help desk or IT support role (preferred).
• Strong knowledge of Windows 10 and 11 operating systems.
• Familiarity with Microsoft 365, networking basics, and remote support tools.
• Excellent problem-solving skills with attention to detail.
• Strong communication and customer service skills.
• Ability to work independently as well as part of a team.
• CompTIA A+ or other IT certifications are a plus.
• Knowledge of PBX systems are a plus
• Knowledge of virtualization systems are a plus

Responsibilities

• Provide first-level technical support via phone, email, and onsite
• Troubleshoot hardware, software, and network issues for employees.
• Install, configure, and maintain computer systems, applications, and peripherals.
• Document and track support requests through the Helpdesk system.
• Escalate complex issues to higher-level support when necessary.
• Assist with onboarding of new employees, including account setup and equipment preparation.
• Maintain up-to-date knowledge of company systems, policies, and procedures

Skills

Customer service

Problem solving

Team collaboration

Independent work

Tools

Windows 10/11

Microsoft 365

Remote support tools

PBX systems

Virtualization

Job description

Upstate Services Group in Albany is seeking a motivated Help Desk Technician to join our IT support team. You will provide first-level support via phone, email, and onsite, and troubleshoot hardware, software, and network issues for employees.

This role requires 3+ years in a help desk, strong Windows 10/11 knowledge, and familiarity with Microsoft 365 and remote tools. We offer a competitive salary, insurance, PTO, and growth opportunities.