IT Service Desk Tech (L1-L2) – Onsite Rochester

TEKsystems; City of Rochester (NY); On-site; USD 25,000 - 28,000; Full time

Job summary

TEKsystems in Rochester, NY is seeking a Help Desk Technician on a contract to hire basis. The role combines Level 1 and Level 2 IT support for End-Users across a large enterprise, handling calls and ServiceNOW tickets with a focus on first-call resolutions.

Responsibilities include remote guidance, troubleshooting, and coordinating work across IT teams. Requires strong customer service, documentation, and communication skills; onsite work in Rochester, NY.

Qualifications

• Customer service and sense of urgency are essential.
• Strong documentation and verbal/written communication skills are expected.
• Ability to provide first and second level IT support and coordinate work across teams.

Responsibilities

• Provide analysis, troubleshooting, and operational support for URMC network and end-user devices.
• Serve as Level 1 & Level 2 IT support, handling calls and ServiceNOW tickets, ensuring timely resolutions.

Skills

Customer service

Communication

Documentation

Sense of urgency

Tools

ServiceNOW

LAN/WAN

Exchange/Outlook

EPIC

MS Office

User accounts/permissions

Job description

TEKsystems in Rochester, NY is seeking a Help Desk Technician on a contract to hire basis. The role combines Level 1 and Level 2 IT support for End-Users across a large enterprise, handling calls and ServiceNOW tickets with a focus on first-call resolutions.

Responsibilities include remote guidance, troubleshooting, and coordinating work across IT teams. Requires strong customer service, documentation, and communication skills; onsite work in Rochester, NY.