IT Service Desk Technician

ACM Global Laboratories; City of Rochester (NY); On-site; USD 33,000 - 40,000; Full time

Job summary

Rochester Regional Health is seeking a Service Desk Technician to join the Information Services and Technology team in Rochester. The role provides first-line IT support across in-person, phone, and email channels, resolving incidents and requests with a strong focus on first contact resolution.

You will assist with onboarding/offboarding, manage user accounts, troubleshoot hardware and software, and collaborate with engineering teams to improve services. Schedule: Mon–Fri, 9am–5pm.

Qualifications

• 1+ years of IT experience, preferably in an IT help desk role.
• Associates Degree in IT or equivalent.
• Ability to work independently in a fast-paced environment.
• Well organized with the ability to multi-task and prioritize workload.
• Good verbal and written communication with a customer-friendly approach.
• Basic troubleshooting skills with hardware and software.
• Experience with Microsoft Office.
• Experience with basic network tools.
• Ability to stay calm under pressure in a fast-paced environment.

Responsibilities

• Process end-user IT onboarding and offboarding and manage user accounts as requested.
• Provide technical support in person, over the phone, or via chat/email.
• Resolve customer issues and requests promptly and effectively.
• Collaborate with technical and engineering teams to translate problems into better support.
• Troubleshoot issues with ACM/Drugscan/DSI products and services.
• Manage incident tickets per guidelines and escalate when needed.
• Maintain Asset Tracking Database.
• Ensure adherence to service level agreements and participate in IT on-call rotation.
• Perform other duties as assigned.

Skills

End-user support

Customer service

Troubleshooting

Multitasking

Communication

Education

Associates Degree in IT

Tools

Microsoft Office

Network tools

Job description

Schedule: Days, Monday – Friday 9:00 AM - 5:00 PM

Summary

The primary function of the Information Services and Technology Service Desk is to be the first point of contact for internal customers to report incidents and requests for IT services. The Service Desk Technicians provide exceptional customer service and technical support, delivering solutions through multiple contact channels including but not limited to in-person, phone and email. This position addresses and resolves customer inquiries, requests and incidents, maintaining a high percentage of first contact resolution. The Service Desk Technician is responsible for escalating issues, when needed, to ensure a successful and positive experience for the customer.

Responsibilities

• Processes end-user IT on/off boarding and the creation/disabling of end-user accounts in ACM’s IT systems as requested.
• Provide technical support via in person, over the phone or electronic chat/email, to end users.
• Resolve customer issues and requests proficiently and effectively.
• Influence creative solutions to maximize the efficiency of technology within ACM/Drugscan/DSI.
• Work with technical and engineering teams to translate technical customer problems and needs into a better product and support experience.
• Troubleshoot technical issues concerning the products and services offered to all members of the ACM/Drugscan/DSI organization.
• Resolve Tier 1 technical issues.
• Manages incident tickets within the Incident Management guidelines and procedures.
• Ensures proper ticket routing and escalation to the appropriate IT team member.
• Processes end-user IT on/off boarding and the creation/disabling of end-user accounts in ACM’s IT systems as requested.
• Provides quality, timely and accurate end to end support and communication of any issues within area of responsibility.
• Maintain Asset Tracking Database.
• Strictly adhere to Tier One specific performance metrics.
• Ensures timely business delivery with pre-determined Service Level Agreements.
• Participate in IT on-call rotation.
• Performs other duties as assigned.

Required Qualifications

• 1+ years’ experience within IT field, preferably in person help desk role.

Preferred Qualifications

• Associates Degree in IT field.
• Ability to work independently in a fast paced environment.
• Well organized with the ability to multi –task and prioritize workload.
• Good verbal and written communication with the ability to explain technical problems in a “customer friendly” language.
• Ability to demonstrate basic and effective troubleshooting skills with hardware and software applications.
• Basic experience with Microsoft Office.
• Experience with basic network tools.
• Ability to stay calm under fast pace and high pressure work environment.

Physical Requirements

Sedentary - Sedentary roles are primarily office-based and require prolonged sitting (67–100% of the workday) with minimal physical effort and lifting limited to under 10 lbs. Fine motor skills are necessary for computer work, writing, and telephone use, supported by clear visual and auditory ability. Cognitive and emotional demands are high due to extended concentration, frequent interruptions, independent decision-making, and information processing. Although physical exposure is low, administrative areas within healthcare environments may occasionally involve contact with infectious agents. Some roles may require flexible hours, TB screening, or a valid driver’s license.

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

Pay Range

$24.00 - $29.00

Postal Code

14624

The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.