Helpdesk Support Technician

Position Summary

The Onsite Technician serves as the front-line IT support resource for County users and acts as a key extension of the IT Helpdesk function. This role provides professional, timely, and courteous Level 1 technical support for hardware, software, account access, connectivity, printer, mobile device, and related end-user issues. The technician is responsible for troubleshooting and resolving common IT problems at first contact whenever possible, documenting all work accurately in the ticketing system, and escalating unresolved issues to the appropriate support group.

This position requires a strong customer-service mindset, sound technical troubleshooting skills, and the ability to work effectively in a fast-paced support environment with peak call and walk-up volume during the first two hours of the business day.

Key Responsibilities

• Provide onsite Level 1 technical support for end users across County departments.
• Serve as a first point of contact for IT-related incidents and service requests.
• Troubleshoot and resolve common issues including:
• password resets and locked accounts
• Microsoft Office 365 questions
• email and spam filtering issues
• PC performance and connectivity issues
• printer and scanner problems
• remote access and VPN issues
• workstation access issues
• basic smartphone and mobile device support
• Use Freshservice or the designated ITSM platform to log, update, track, and close tickets accurately.
• Document caller identity, username, device/workstation details, callback information, troubleshooting steps, resolution notes, and escalation details.
• Identify incidents that require escalation and route them promptly to the appropriate County IT support group.
• Support users through phone, chat, email, web/mobile forms, and onsite interaction.
• Recognize recurring issues and trends and communicate them to leadership.
• Assist during large-scale or emergent IT incidents as directed.
• Participate in monthly operational meetings and contribute insights on ticket trends, recurring issues, and environmental changes.
• Follow all County security requirements, including MFA and applicable cybersecurity standards.
• Maintain professionalism, confidentiality, and high-quality customer service in every interaction.

Required Qualifications

• Minimum 2+ years of experience in IT helpdesk, service desk, or desktop support in a Level 1 support environment.
• Experience supporting end users in a Windows-based enterprise environment.
• Hands-on experience with common support issues involving:
• Active Directory account support
• Microsoft 365 / Office 365
• printers and endpoint peripherals
• remote access tools and VPN
• basic network and connectivity troubleshooting
• Experience working in a ticketing system such as Freshservice, ServiceNow, Zendesk, or similar.
• Strong verbal communication, listening, and customer-service skills.
• Ability to multitask, prioritize, and remain composed in a high-volume support setting.
• Ability to document incidents clearly and accurately.
• Ability to work fully onsite during the required business hours.

Job Type: Full-time

Pay: $55,096.13 - $66,352.32 per year

Work Location: Hybrid remote in New York, NY 10001