IT Service Desk Associate - Strategic Support

Jackson; Town of Lansing (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Jackson’s Strategic Support Program seeks a Service Desk SSA to be the central contact between users and IT. You will manage incidents, service requests, and communications to keep operations smooth and secure. The role focuses on day-to-day IT operations, knowledge base updates, and process improvement.

You will work with a team in a Monday–Friday schedule (7:00am–7:00pm EST), with 4-hour minimum shifts and a 29-hour weekly maximum. Prior IT exposure is preferred.

Qualifications

• Pursuing 2- or 4-year IT/CS/cybersecurity program; internship preferred.
• Experience in IT support or networking preferred.
• 1+ year of broad experience with hardware, software, desktops, and networks.

Responsibilities

• Log, triage, and resolve IT incidents and service requests via phone, email, or ticketing system.
• Diagnose hardware, software, network, and access issues and provide timely resolutions.
• Escalate to Level 2/3 as needed and maintain 85% occupancy for inbound calls.

Skills

Customer service

Willingness to learn

Communication

Independent work

Teamwork

Fast-paced environment

Documentation

Time management

Problem solving

Hardware & software familiarity

Microsoft Office

Active Directory

Education

IT or CS program (2- or 4-year)

Tools

Active Directory

Windows 10/11

Microsoft 365

Office suite

Job description

Jackson’s Strategic Support Program seeks a Service Desk SSA to be the central contact between users and IT. You will manage incidents, service requests, and communications to keep operations smooth and secure. The role focuses on day-to-day IT operations, knowledge base updates, and process improvement.

You will work with a team in a Monday–Friday schedule (7:00am–7:00pm EST), with 4-hour minimum shifts and a 29-hour weekly maximum. Prior IT exposure is preferred.