Onsite Tier 1 Help Desk Technician

MGT; City of Albany (NY); On-site; USD 50,000 - 65,000; Full time

Job summary

MGT Impact Solutions is seeking an Onsite Tier 1 Help Desk Technician to provide frontline IT support at a public transportation organization in Albany, NY. This is a 40-hour per week, full-time onsite role under a staff-augmentation engagement.

The ideal candidate will troubleshoot hardware and software issues, manage user accounts, assist with deployments, and maintain documentation while delivering exceptional customer service in a production enterprise IT environment.

Qualifications

• 3+ years of professional experience in Help Desk, Desktop Support, IT Support, or a closely related role, OR an associate degree/certification in an Information Technology-related field with relevant hands-on experience.

Responsibilities

• Provide Tier 1 end-user technical support for hardware, software, peripherals, and connectivity issues.

Skills

Customer service

Windows OS

Active Directory

Networking basics

Troubleshooting

Documentation

Education

Associate degree in Information Technology

Bachelor's degree in Information Technology

Tools

Microsoft 365

IT ticketing system

VPN / Remote access

Job description

MGT Impact Solutions is seeking a qualified candidate to serve as an Onsite Tier 1 Help Desk Technician for an organization in the public transportation and transit industry.

Successful candidates will be MGT employees contracted to MGT's client through a statement of work (SOW) staff-augmentation engagement. This is a full-time, 40-hours-per-week onsite position supporting day-to-day information technology operations.

The Tier 1 Help Desk Technician will provide frontline technical support to end users, troubleshoot hardware and software issues, support user accounts and basic network connectivity, maintain accurate IT asset and support documentation, and elevate complex issues to senior technical staff. The role requires strong customer service, hands‑on troubleshooting, and the ability to work effectively in an enterprise technology environment.

Primary Duties:

• Provide Tier 1 technical support for end-user hardware, software, peripherals, and connectivity issues.
• Install, configure, deploy, maintain, and troubleshoot desktop and laptop computers, monitors, printers, and other IT peripherals.
• Diagnose and resolve common Windows operating system, application, hardware, and user‑access issues.
• Create, modify, disable, and maintain user accounts, permissions, and access rights in Microsoft Active Directory.
• Assist users with password resets, account lockouts, access requests, and other basic identity and access‑management needs.
• Troubleshoot basic LAN, Wi‑Fi, TCP/IP, DNS, and DHCP connectivity issues and elevate complex network problems as appropriate.
• Assist with workstation deployments, replacements, upgrades, imaging, migrations, and software rollouts.
• Support Microsoft 365 / Office 365 applications and other enterprise business applications as assigned.
• Log, track, update, and document incidents, service requests, troubleshooting steps, and resolutions in the applicable IT service‑management system.
• Maintain hardware and software inventory records and assist with IT asset deployment, tracking, recovery, and lifecycle activities.
• Follow established information‑security policies and procedures and appropriately identify and elevate potential security incidents.
• Create and maintain user guides, troubleshooting documentation, standard operating procedures, and knowledge‑base content.
• Attend bi‑weekly IT Operations meetings and provide status updates on assigned projects, issues, and support activities.

Essential Functions:

• Provide dependable onsite frontline support to end users in a production enterprise IT environment.
• Prioritize and resolve service requests while maintaining a high standard of customer service and communication.
• Perform hands‑on troubleshooting of desktops, laptops, peripherals, software, user accounts, and basic network connectivity.
• Escalate issues that require Tier 2, systems, network, cybersecurity, or vendor support and provide complete troubleshooting context.
• Assist with IT projects involving workstation refreshes, deployments, migrations, upgrades, software installations, and related implementation activities.
• Maintain accurate technical documentation, asset records, support notes, and operational procedures.
• Protect system availability and information security by following approved technical, security, and change‑management procedures.

Knowledge, Skills, Abilities and Education Required:

• 3+ years of professional experience in Help Desk, Desktop Support, IT Support, Technical Support, or a closely related role, OR an associate degree/certification in an Information Technology‑related field with relevant hands‑on experience.
• Demonstrated experience providing Tier 1 end‑user technical support in a professional or enterprise environment.
• Hands‑on experience installing, configuring, maintaining, and troubleshooting desktop and laptop computers, peripherals, printers, and related equipment.
• Working knowledge of Microsoft Windows desktop operating systems.
• Hands‑on experience with Microsoft Active Directory, including basic user‑account and access administration.
• Working knowledge of basic networking concepts, including TCP/IP, DNS, DHCP, LAN, and Wi‑Fi troubleshooting.
• Experience installing and supporting common business applications, preferably Microsoft 365 / Office 365.
• Ability to document incidents, troubleshooting activities, technical procedures, and resolutions accurately.
• Strong customer‑service, verbal and written communication, analytical, troubleshooting, and problem‑solving skills.
• Ability to prioritize multiple requests, work independently, and collaborate effectively with other IT staff and vendors.

Position Requirements:

• Must be able and willing to work 100% onsite at the organization's main facilities in Albany, NY.
• Must be available to work 40 hours per week in accordance with the SOW engagement schedule.
• Must be comfortable working directly with end users and supporting a mission‑critical public transportation environment.
• Must demonstrate professional communication, dependable attendance, strong customer service, and sound judgment when escalating technical or security issues.
• Must comply with applicable IT security, acceptable‑use, change‑management, documentation, and operational procedures.
• Candidates who are amenable to contract‑to‑hire are preferred, although contract‑to‑hire is not a requirement.
• The qualifications listed are intended as a guide to the type of staff sought for the engagement; candidates do not need to meet every preferred qualification to be considered.

Preferred Qualifications:

• Associate or bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• CompTIA A+, Network+, or Security+ certification, or comparable hands‑on experience.
• Experience supporting users in a medium‑to‑large enterprise environment.
• Experience with IT ticketing / service‑management platforms and ITIL‑based incident and service‑request processes.
• Experience with workstation imaging, deployment, refresh, and asset‑management activities.
• Familiarity with endpoint security, patch management, remote‑access / VPN support, and common enterprise security practices.
• Experience creating technical documentation, SOPs, knowledge‑base articles, or end‑user training materials.
• Prior experience supporting organizations in public transportation, transit, transportation, government, utilities, or other mission‑critical operating environments.