Client Helpdesk Specialist

CherryRoad Technologies is seeking to hire a highly motivated and customer-focused Client Helpdesk Specialist to provide on-site technical support while maintaining strong relationships with a client located in Goshen, NY. We are looking for an enthusiastic and motivated individual to join the team. The specialist will have ownership of video streaming services and will assist with traditional helpdesk responsibilities including helpdesk phone calls/emails/VMs and assisting with project tasks.

Responsibilities Include:

• Serve as the primary on-site IT video streaming support resource, including setup, monitoring, and troubleshooting live and recorded events.

• Provide helpdesk support, troubleshooting hardware, software, and network issues for end users.

• Support customers in-person and remotely.

• Responsible for initial triage and assignment of tickets. Document technical issues, solutions, and processes in tickets to maintain comprehensive support records.

• Assist with IT-related projects, deployments, and upgrades, coordinating with both client stakeholders and internal teams.

• Develop and maintain knowledgebase articles and troubleshooting procedures.

• Escalate and communicate customer issues and infrastructure related alerts to 2^nd level support team.

• Act as a liaison during major incidents.

• Develop and follow troubleshooting procedures to resolve problems.

• May require travel to other government buildings within Orange County, NY.

• Other duties as assigned.

Required Skills:

• Minimum 2 years of proven experience in IT helpdesk support, desktop support, or similar role.

• Strong troubleshooting skills across Windows and common enterprise applications.

• Basic networking knowledge (LAN/WAN, VPN, Wi-Fi troubleshooting).

• Experience with audio and video equipment, including projectors and microphones.

• Familiarity with video streaming technologies and troubleshooting live streaming events using YouTube integrated with Zoom.

• Excellent communication and interpersonal skills, with the ability to interact effectively with clients and internal teams.

• 1 year previous experience with IT ticketing tools.

• Ability to work independently on-site, managing multiple tasks and priorities effectively.

• Ability to work independently with little supervision.

• Some network experience preferred.

As a CherryRoad employee, you can expect to work with seasoned and practical experts to deliver solutions that maximize enterprise performance. And, unlike some bigger companies where you often get lost in the crowd at CherryRoad you can expect a refreshing and personal culture that encourages idea sharing and collaboration. Here, your knowledge, abilities, and work experience count. Your contributions are meaningful and appreciated.

At CherryRoad Technologies opportunity becomes achievement.

EOE / MFDV