Helpdesk Technician

Job Description

Job DescriptionPosition Summary

We are looking for a skilled Helpdesk Technician to provide front-line technical support to staff, contractors, and partners. This role is responsible for responding to helpdesk requests, troubleshooting hardware and software issues, and assisting users with day-to-day technology needs. The Helpdesk Technician plays a key role in ensuring a positive end-user experience by delivering timely, professional, and customer-focused IT support while escalating complex issues as appropriate.
Location: Saratoga Springs, NY
Schedule: 40 hrs/week, typically 8:30-4pm, however position may require some flexibility after hours. Primarily remote but may require some time onsite.
Pay Rate: $23/hrEssential Duties and Responsibilities
End-User Technical Support

• Serve as the primary point of contact for IT helpdesk requests via ticketing system, email, or other support channels.
• Provide timely troubleshooting and resolution for common hardware, software, and connectivity issues.
• Assist users with login issues, password resets, account access, and basic application support.
• Support remote and hybrid staff with desktop, laptop, and mobile device issues.

Device Setup & Maintenance

• Configure, image, deploy, and maintain laptops, desktops, mobile devices, and peripheral equipment.
• Assist with onboarding and offboarding tasks, including device setup and account provisioning/deprovisioning under established procedures.
• Perform basic hardware maintenance and coordinate repairs or replacements as needed.

Systems Support

• Provide basic support and perform limited administrative tasks for Microsoft 365, internal BPI systems, and other standard business applications.
• Assist with routine system updates and maintenance tasks following documented procedures.
• Escalate advanced system, network, or security issues to IT leadership or external vendors.

Documentation & Process Support

• Document issues, resolutions, and user interactions within the IT ticketing system.
• Follow established IT policies, procedures, and security guidelines.
• Contribute to knowledge base articles and end-user documentation as needed.

Collaboration & Customer Service

• Communicate clearly and professionally with users of varying technical skill levels.
• Work collaboratively with IT staff and vendors to resolve escalated issues.
• Maintain a strong customer-service mindset with a focus on responsiveness and reliability.

Required Qualifications

• Strong interest in technology and a demonstrated willingness to learn new tools, systems, and technical skills.
• Associate's degree in Information Technology or a related field, or equivalent hands-on experience and training.
• Basic knowledge of Windows operating systems, including user profile management, system configuration, application installation and updates, and troubleshooting common performance or connectivity issues.
• Understanding of email security (phishing awareness, spam filtering, etc.)
• Ability to support Microsoft productivity applications (e.g., Microsoft 365), including Outlook, Teams, Word, Excel, PowerPoint, and OneDrive, or similar enterprise productivity platforms.
• Familiarity with common IT troubleshooting concepts (hardware, software, networking basics).

Preferred Qualifications

• Experience in a helpdesk, desktop support, or technical support role, particularly in a hybrid or remote work environment.
• Certifications such as CompTIA A+ or similar entry-level IT credentials.
• Exposure to advanced or emerging technologies, such as Linux operating systems, basic scripting or programming languages, cloud identity platforms, endpoint security, or networking concepts.
• Familiarity with IT ticketing or service management tools.
• Basic understanding of networking concepts (Wi-Fi, VPN, DNS).

Key Skills and Competencies

• Strong customer-service and interpersonal skills
• Effective troubleshooting and problem-solving abilities
• Ability to prioritize tasks and manage multiple support requests
• Attention to detail and thorough documentation practices
• Commitment to data security, confidentiality, and IT best practices

Working Conditions

• Primarily remote work, with occasional office visits or onsite support as needed.
• May require occasional after-hours support for system issues, onboarding, or scheduled maintenance.

**This position requires a drug and background test.
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Integrated Staffing values a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. Integrated Staffing will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

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