Job Description
NYSTEC is a nonprofit technology consulting company that has been advising various organizations since 1996. They are seeking service desk professionals who will serve as the primary resource for IT support, troubleshoot technical issues, manage service requests, and contribute to continuous service improvement. The role offers flexibility for remote work while requiring a regular onsite presence at their Albany or Rome, NY offices.
Responsibilities
- Respond to user inquiries and technical issues via phone, email, chat, or NYSTEC’s internal ticketing system
- Diagnose and resolve hardware, software, network, and end-user issues, providing clear, step-by-step guidance and leveraging remote support tools as needed
- Manage user accounts, access permissions, and licensing, including onboarding and offboarding activities
- Process requests for new software, system access, and other IT-related services in a timely manner
- Escalate complex or unresolved issues to higher-level IT support or specialized teams as appropriate
- Maintain accurate documentation of support interactions and contribute to internal knowledge base articles
- Track, prioritize, and resolve help desk tickets in alignment with service expectations
- Maintain inventory and asset management records for devices, hardware, and software
- Collaborate with Corporate Information Security (CIS), Business Information Systems (BIS), and the IT Project Management Office (PMO) to support a secure and modern workplace strategy
- Contribute to service reporting, performance metrics, process improvements, and, as applicable, team mentorship and operational coordination
Skills
- Experience in a service desk, IT support, or help desk environment (commensurate with role level)
- Strong understanding of computer hardware, software, networks, and operating systems
- Ability to troubleshoot technical issues and provide clear, step-by-step user guidance
- Excellent communication and customer service skills, with patience and professionalism in supporting end users
- Strong documentation, organizational, and critical thinking skills
- Proficiency with Microsoft applications (e.g., Azure, Project, PowerPoint, Word, Excel, Outlook, Visio, SharePoint) or equivalent
- Associate degree in IT or a related field and relevant IT support experience
- An equivalent combination of advanced education, training, and experience will be considered
- Knowledge of IT service management (ITSM) best practices or ITIL principles
- CompTIA A+, Microsoft 365 Fundamentals, ITIL Foundation, or similar certifications (or ability to obtain)
- Experience with ticketing systems and service reporting tools
- Experience mentoring team members or supporting service desk operations
Company Overview
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