IT Service Desk Specialist: Microsoft 365 & Remote Support

ADP, Inc.; City of Rochester (NY); On-site; USD 55,000 - 65,000; Full time

Job summary

Woods Oviatt Gilman LLP in Rochester, NY is seeking an IT Service Desk Technician to be the first point of contact for firm personnel, supporting a cloud-based Microsoft 365 environment and a mobile laptop fleet. The role requires quick response, clear communication, and methodical troubleshooting, with opportunities for growth within the IT team.

Typically, candidates have a BS in IT or related field and 2+ years of service desk experience; the firm emphasizes work-life balance and equal

Qualifications

• Bachelor's degree in IT or related field.
• 2+ years in service desk/help desk.
• Strong communication and troubleshooting skills.

Responsibilities

• Serve as the first point of contact for internal users via phone, email, ticket, or in person.
• Log, categorize, prioritize, and track requests in Jira.
• Diagnose and resolve hardware, software, and network issues; escalate when needed.
• Support Microsoft 365 and cloud apps including Outlook, SharePoint, OneDrive.
• Manage identity and access tasks including MFA enrollment.
• Provide remote support to off-site users via VPN and remote tools.
• Document solutions and contribute to knowledge base.

Skills

Microsoft 365

Identity & access

Endpoint management

Jira

Remote support

Networking basics

Hardware & peripherals

Education

Bachelor of Science in Information Technology or related field

2+ years IT service desk experience

Tools

Microsoft Intune

Active Directory

VPN client

Exchange Online

SharePoint

OneDrive

Job description

Woods Oviatt Gilman LLP in Rochester, NY is seeking an IT Service Desk Technician to be the first point of contact for firm personnel, supporting a cloud-based Microsoft 365 environment and a mobile laptop fleet. The role requires quick response, clear communication, and methodical troubleshooting, with opportunities for growth within the IT team.

Typically, candidates have a BS in IT or related field and 2+ years of service desk experience; the firm emphasizes work-life balance and equal