Onsite IT Service Desk Technician – First-Contact Support

Rochester Regional Health; City of Rochester (NY); On-site; USD 33,000 - 40,000; Full time

Job summary

Rochester Regional Health is seeking an IT Service Desk Technician to join the Information Technology department at our Rochester, NY campus. The role is onsite with standard daytime hours and 40-hour work weeks, providing frontline technical support across multiple channels.

The technician delivers prompt, customer-focused service, resolves incidents and requests, and collaborates with IT and engineering teams to improve user experience and service delivery.

Qualifications

• 1+ years of IT field experience, preferably in help desk.
• Associates degree in IT or related field is preferred.
• Strong communication and customer service skills are essential.

Responsibilities

• Provide IT support in person, over the phone, or via email.
• Resolve end-user issues and requests and escalate when needed.
• Manage incident tickets and ensure proper routing/escalation.
• Onboard/offboard end-user accounts in IT systems as requested.
• Maintain Asset Tracking Database and adhere to SLA expectations.
• Participate in IT on-call rotation and work with cross-functional teams.

Skills

IT experience

Customer service

Communication

Multi-tasking

Troubleshooting

MS Office

Network basics

Education

Associates Degree in IT

Tools

MS Office

Basic network tools

Job description

Rochester Regional Health is seeking an IT Service Desk Technician to join the Information Technology department at our Rochester, NY campus. The role is onsite with standard daytime hours and 40-hour work weeks, providing frontline technical support across multiple channels.

The technician delivers prompt, customer-focused service, resolves incidents and requests, and collaborates with IT and engineering teams to improve user experience and service delivery.