Service Desk Opportunities (All Levels)
1 day ago
Rome
DescriptionAbout UsNYSTEC is a nonprofit technology consulting company, advising agencies, organizations, institutions, and businesses since 1996. We're independent and vendor-neutral, so we have our clients' best interests at heart. At NYSTEC, we know that we succeed when individuals and teams flourish personally and professionally, so our benefits and perks support that mindset.Service Desk Opportunities (All Levels)Interested in future service desk roles? We're always eager to connect with talented professionals. This posting is intended to identify and engage potential candidates in advance of hiring needs as we anticipate continued growth across our Service Desk team. Applications will be reviewed regularly, and qualified candidates will be contacted when a role becomes available.At NYSTEC, service desk professionals serve as the go-to resource for employees seeking IT support and play a critical role in maintaining a secure, modern, and reliable technology environment. Across experience levels, team members troubleshoot technical issues, manage service requests, support user access and onboarding, and contribute to continuous service improvement. More experienced professionals may also provide mentorship, operational oversight, and guidance to ensure effective daily service desk operations.These roles can be based out of either our Albany or Rome, NY offices. While regular onsite presence is required to support business needs, there will be some opportunity for remote flexibility.Key ResponsibilitiesResponsibilities may vary based on experience and organizational needs but typically include:Respond to user inquiries and technical issues via phone, email, chat, or NYSTEC's internal ticketing systemDiagnose and resolve hardware, software, network, and end-user issues, providing clear, step-by-step guidance and leveraging remote support tools as neededManage user accounts, access permissions, and licensing, including onboarding and offboarding activitiesProcess requests for new software, system access, and other IT-related services in a timely mannerEscalate complex or unresolved issues to higher-level IT support or specialized teams as appropriateMaintain accurate documentation of support interactions and contribute to internal knowledge base articlesTrack, prioritize, and resolve help desk tickets in alignment with service expectationsMaintain inventory and asset management records for devices, hardware, and softwareCollaborate with Corporate Information Security (CIS), Business Information Systems (BIS), and the IT Project Management Office (PMO) to support a secure and modern workplace strategyContribute to service reporting, performance metrics, process improvements, and, as applicable, team mentorship and operational coordinationQualificationsQualifications will vary by level, but generally include:Experience in a service desk, IT support, or help desk environment (commensurate with role level)Strong understanding of computer hardware, software, networks, and operating systemsAbility to troubleshoot technical issues and provide clear, step-by-step user guidanceExcellent communication and customer service skills, with patience and professionalism in supporting end usersStrong documentation, organizational, and critical thinking skillsProficiency with Microsoft applications (e.G., Azure, Project, PowerPoint, Word, Excel, Outlook, Visio, SharePoint) or equivalentPreferred QualificationsKnowledge of IT service management (ITSM) best practices or ITIL principlesCompTIA A+, Microsoft 365 Fundamentals, ITIL Foundation, or similar certifications (or ability to obtain)Experience with ticketing systems and service reporting toolsExperience mentoring team members or supporting service desk operationsEducation and ExperienceAssociate degree in IT or a related field and relevant IT support experienceAn equivalent combination of advanced education, training, and experience will be consideredService desk professionals span a variety of levels based on experience, skills, and organizational needs. Anticipated opportunities may fall within a salary range of approximately $60,407 - $83,059+ per year, depending on level. When determining compensation, we analyze and carefully consider several factors, including position level, skill set, experience, location, and job-related qualifications.It is NYSTEC's policy to provide equal employment opportunity (EEO) to all individuals, regardless of actual or perceived race, color, creed, religion, sex, or gender (including pregnancy, childbirth, and related medical conditions), gender identity or gender expression (including transgender status), age, national origin, ancestry, citizenship status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, military service and veteran status, sexual orientation, marital status, or any other characteristic protected by local, state, or federal laws and ordinances. NYSTEC is strongly committed to this policy and believes in the concept and spirit of the law.Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact if you require a reasonable accommodation to apply for or to perform this job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.Learn more about NYSTEC by visiting Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.