Remote & On-Site Help Desk Technician (Tier 1–2)

cb20, Inc; City of Hudson (NY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

cb20, Inc in Hudson, NY is seeking a Help Desk Technician to provide Tier 1 and Tier 2 support to end users, remotely or on-site as needed. You will triage tickets, resolve issues, and explain installation, configuration, upgrades, and usage of technical equipment.

This role requires strong customer service, problem‑solving, and clear communication. You will document findings, support desktops and mobile devices, and may travel between client sites.

Qualifications

• Associates degree in Computer Science or equivalent work experience.
• CompTIA A+ certification is preferred.

Responsibilities

• Provide Tier 1 and Tier 2 help desk support via phone, chat, email, or tickets.
• Document user information in ticketing system and maintain logs.
• Troubleshoot hardware and software on laptops, desktops, iOS, and Android devices.
• Offer remote and on-site assistance; escalate complex issues as needed.
• Ensure backups and proper system configurations; deliver professional customer service.
• Create and maintain technical documentation.

Skills

Customer support

Ticketing system

Desktop and mobile device support

Remote and on-site support

Problem-solving

Effective communication

Education

Associates degree in Computer Science

CompTIA A+ Certification

Job description

cb20, Inc in Hudson, NY is seeking a Help Desk Technician to provide Tier 1 and Tier 2 support to end users, remotely or on-site as needed. You will triage tickets, resolve issues, and explain installation, configuration, upgrades, and usage of technical equipment.

This role requires strong customer service, problem‑solving, and clear communication. You will document findings, support desktops and mobile devices, and may travel between client sites.