IT Helpdesk/Desktop Specialist

JOB SUMMARY:

The IT Helpdesk/Desktop Specialist provides technical support to employees by troubleshooting hardware, software, and network issues, ensuring seamless daily operations. This role works closely with Executive Leadership and new and current team members, to address technology needs in a timely manner. Responsibilities include setting up computers and other required technology for new employees, responding to technical inquiries, and resolving IT-related issues as they arise. The IT Helpdesk/Desktop Specialist also plays a key role in maintaining daily system functionality and user productivity across the organization.

REPORTS TO: Executive Leadership Team

ESSENTIAL FUNCTIONS:

The IT Helpdesk/Desktop Specialist will work closely with all of Campus Construction’s Executive Leadership and operational departments team to provide IT support to its employees.

· Technical Support and Troubleshooting: Respond to and resolve technical support requests received through phone calls, emails, or online chat platforms, diagnosing and addressing issues related to computer hardware, software, network connectivity, and applications.

· User Assistance & Guidance: Provide clear step-by-step guidance to users for troubleshooting and resolving technical issues.

· Account Management: Create and manage user accounts, reset passwords, and maintain appropriate access levels in accordance with security policies.

· Hardware Support: Assist with installation, configuration, and troubleshooting of computer hardware, peripherals, and other IT equipment.

· Software Support: Install, update, and troubleshooting software applications to ensure compatibility and functionality.

· Incident Management: Document and track technical issues in an incident ticketing system to monitor progress, status updates, and timely resolution.

· Issue Escalation: Identify and escalate complex issues that require further technical expertise to higher-level IT support teams

· Knowledge Base Management: Develop and maintain documentation of common technical issues, resolutions, and best practices to support end users and internal IT processes.

· User Training & Education: Provide basic technical training and guidance to employee users on new applications, software, system updates, and IT best practices to enhance user proficiency.

EDUCATION & EXPERIENCE:

· AAS/BS degree Information Technology, Computer Software, or a related field preferred plus one (1) to three (3) years of professional IT experience preferred; or an equivalent combination education and relevant internship or co-op experience.

KNOWLEDGE, SKILLS & ABILITIES:

· Strong technical knowledge of computer hardware and software (Windows operating systems, Microsoft Office Suite)

· Excellent communication skills to clearly explain technical concepts to users with varying levels of computer literacy

· Problem-solving abilities to diagnose and troubleshoot issues efficiently

· Customer service skills to handle user inquiries with patience and professionalism

· Ability to work independently and as part of a team

· Attention to detail to accurately document issues and solutions

· Ability to work remotely on weekends, if needed.

PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

While performing the duties of this job, the employee is not exposed to weather conditions.

The noise level in the work environment is usually moderate.

TRAVEL AND WORK LOCATION REQUIREMENTS:

Occasional in-state travel may be required (<5% per year). The possibility to work remotely may be an option as well in some circumstances.

Job Type: Full-time

Pay: From $25.00 per hour

Schedule:

• On call
• Weekends as needed

Work Location: Hybrid remote in Pittsford, NY 14534

Salary : $25