IT Help Desk Technician (NYC)

Matthews Landscaping, Inc.; Northern, New York (KY, NY); Hybrid; USD 70,000 - 75,000; Full time

Job summary

Matthews Landscaping, Inc. is seeking an IT Help Desk Technician to provide hands-on and remote support across company systems. The role handles incoming tickets, performs basic troubleshooting, and ensures timely resolution with strong customer service.

The position involves up to 25% travel to company locations in Kentucky and surrounding areas. Candidates should have 2 years of help desk experience and solid knowledge of computer systems. Salary range listed as $70,000–$75,000 per year.

Qualifications

• 2 years of experience in an IT Help Desk role.
• Strong knowledge of computer systems and basic hardware/software troubleshooting.
• Excellent communication and customer-service orientation.

Responsibilities

• Serve as the first contact for technical assistance via help desk system or phone.
• Perform basic troubleshooting on assigned tickets.
• Diagnose and resolve hardware and software issues.
• Provide quick resolutions and strong customer service.
• Escalate unresolved issues to higher support levels.
• Document problems and resolutions in records.
• Follow up with customers in a timely manner.
• Suggest process improvements and maintain IT documentation.

Skills

Troubleshooting

Technical support

Customer service

Communication

Interpersonal skills

Diagnosing issues

Case management

Tools

Help desk software

Remote support

Job description

The IT Help desk Technician provides hands-on and remote support to internal employees and clients on all company supported applications and systems. The position responds to helpdesk requests, troubleshoots technical issues and performs preventative maintenance throughout all company locations.

Responsibilities:

• Serve as the first contact with customers who need technical assistance via the help desk case system and/or phone calls
• Perform basic troubleshooting on all case work
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Provide quick resolution and excellent customer service
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
• Keep record of problems and their resolution
• Follow-up with customersin a timely manner
• Provide feedback on processes and make recommendations on areas to improve
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Suggest improvements on procedures

Requirements:

• Up to 25% travel
• Previous working experience as an IT Help Desk Technician for 2 years
• In-depth knowledge of computer systems
• Hands on experience with diagnosing and resolving basic technical issues
• Excellent communication and interpersonal skills
• Customer-oriented and patient

Salary Range – $70,000-75,000

MREIS is an Equal Opportunity Employer; employment with MREIS is subject to proven merit, competence and qualifications and will not be influenced in any manner by race, color, gender, religion, national origin/ethnicity, disability status, veteran status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.