Job Information
The Arc Mid-Hudson IT Help Desk Technician in Carmel, New York
IT Help Desk Technician
Overview
Requisition Number:
6529
Date Posted:
1/17/2025
Location:
Drewville
City:
Carmel
Category:
Information Technology
Description
The Arc Mid-Hudson, one of the largest employers in the Hudson Valley region, has a new opportunity on our IT team.
The IT Help Desk Technician will provide first-line support to the Agency’s IT systems users. This includes answering phone calls and monitoring help desk software to respond to new support requests. The IT Help Desk Technician will assist users by promptly resolving those issues that require basic skills or referring more complex issues to other IT staff (or external technical support) for resolution. The IT Help Desk Technician will also respond to inquiries about the status of ongoing support requests.
Specific responsibilities include:
Maintain availability to respond promptly to help desk requests by phone, email, help desk software, or in-person.
Assess and triage incoming help desk requests; determine priority and level of expertise required to provide the needed assistance.
Respond directly to issues related to common user issues, including but not limited to: password resets, network and software navigation, basic functionality (“how to” questions).
Communicate user needs to other IT staff when higher level of support is needed.
Document user support requests and responses. Follow issues through to resolution.
Assist in educating users about basic computer skills and use of applications software.
Maintain an up-to-date knowledge of technology and systems in use at The Arc Mid-Hudson.
Perform routine system administrative tasks; e.g., activate/deactivate users; monitor network performance; run reports, etc.
Adhere to and reinforce The Arc Mid-Hudson’s policies for information security and confidentiality.
Occasional off-hours work including evenings and weekends may be required.
Occasional travel to various agency sites may be required.
HOURS: 40/Monday through Friday/8:00 am to 4:00 pm/must be flexible
STARTING SALARY: $16.84 - 19.62 per hour
Minimum Requirements
Associate’s Degree preferred; High School Diploma may be considered with additional training, experience and/or certification in an IT discipline.
Strong background in Information Technology.
Good general understanding of IT applications in a business environment, and demonstrated proficiency in their use.
Excellent general skills and demonstrated ability in the use of Microsoft Windows, Microsoft Office applications (Outlook, Word, Excel, PowerPoint) and Office 365 (including Teams, SharePoint).
Knowledge of technical concepts and terminology: networking, LAN/WAN, client/server, RDP, databases, etc. Able to understand, communicate and discuss technological issues with other IT staff and outside consultants.
Desire to learn new skills and keep current with technological advances as needed.
Organizational skills, including juggling multiple tasks and prioritizing needs.
Commitment to maintain productivity while working independently.
Ability to recognize and troubleshoot basic problems in IT systems. Ability to recognize more challenging problems and evaluate the best resources available to handle these issues.
Excellent customer service skills including but not limited to good listening and communication skills. Must be able to provide technical support to non-technical users with patience and understanding.
Ability to work as a cooperative team member with other Information Technology staff.
Professional and helpful demeanor.