IT Help Desk Assistant

Location: Middletown, NY

Pay Rate: $21.25/hr. + Benefits Package

Hours: On-Site, Monday-Friday 8:00AM-4:30PM with flexibility

Travel Required: Up to 30%

OVERVIEW OF PRIMARY RESPONSIBILITIES:

The IT Helpdesk Assistant is responsible for providing effective technical assistance and guidance with information technology systems. This role includes managing incoming help desk tickets and accurately documenting relevant information in the ticketing system.

PRIMARY FUNCTIONS:

Provide technical support for help desk calls and create corresponding tickets in the help desk ticketing system

Manage and monitor all incoming tickets, ensuring all necessary information is collected for resolution

Perform basic troubleshooting and assistance via phone or through remote support tools

Travel to different agency sites as needed. Locations include but not limited to: Orange, Ulster, Dutchess, Sullivan, Columbia, Greene, Queens, and Westchester County.

ADDITIONAL FUNCTIONAL / ORGANIZATIONAL SUPPORT:

Additional assignments or duties may be determined at a future date based on organizational needs

QUALIFICATIONS AND ATTRIBUTES:

Strong customer service skills, with the ability to respond effectively and in a timely manner

Excellent written and verbal communication skills; ability to interact professionally with internal stakeholders at all levels

Strong organizational, time management, and prioritization abilities

Bilingual (English and Spanish) a plus

Valid unrestricted driver's license required

Reliable transportation required

EDUCATION AND EXPERIENCE:

Basic knowledge of Microsoft desktop systems, operating systems, and the Office application suite

Minimum of 1–2 years of progressive experience in computer hardware and software support

Associate Degree in Computer Information Systems or a related field preferred

Previous customer service experience in a help desk environment preferred

PHYSICAL CHARACTERISTICS:

These physical demands are representative of the physical requirements necessary for an employee to perform the job's essential functions successfully. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the position, which are reviewed in each case.

Must be capable to sit or stand in front of a computer for long-periods of time

Able to work in open space floor plan

Must be capable to move throughout work day (and follow individuals throughout the community)

Work alongside co-workers within 3 feet

Must be able to move in tight spaces

Occasional lifting of > _15+ pounds