Help Desk Specialist

You will be responsible for day‑to‑day technology operations and play a key role in delivering a reliable, secure, and well‑organized IT environment for staff. This role is responsible for onboarding new employees with hardware and software, resolving internal technical issues, maintaining inventory, contributing to documentation, and supporting IT projects as needed.

The ideal candidate has 3–5 years of hands‑on IT experience, formal training (degree or IT certifications), and thrives in a hybrid environment where independence, organization, and follow‑through are essential.

• Prepare, configure, and deploy laptops, peripherals, and software for new hires.
• Assemble IT onboarding packages and ensure timely setup for incoming employees.
• Process and test returned equipment to ensure functionality before reissuing.
• Maintain the IT asset inventory, including lifecycle tracking and documentation.
• Submit hardware/software purchase requests for approval.

• Serve as the first point of contact for Level 1 IT tickets and internal technical inquiries.
• Diagnose and resolve common hardware, software, account, and connectivity issues.
• Escalate Level 2+ issues appropriately, while ensuring clear documentation for senior IT staff.
• Support staff across Windows, Microsoft 365, VPN access, collaboration tools, printers, and company applications.
• Track, update, and close tickets in the IT ticketing system with thorough notes and consistent follow‑up.
• Support vendor and partner meetings by providing technical insights as needed.

• Keep equipment logs, troubleshooting notes, and IT procedures up to date.
• Assist in maintaining and updating SOPs, training materials, and knowledge bases.
• Conduct basic research on emerging technologies and tools that support efficiency.
• Travel to the Saugerties office periodically to provide onsite support.

• Monitor and triage incoming Level 1 IT tickets.
• Provide prompt, professional support to all employees via chat, email, or remote tools.
• Log recurring issues and recommend improvements to reduce repeat tickets.
• Troubleshoot common issues in Windows, Office 365, VPN, and company applications.
• Maintain accurate documentation of changes, fixes, and device assignments.
• Monitor IT asset usage and flag inventory needs.

• 3–5 years of experience in an IT support or IT operations role.
• Degree in Information Technology or related field or equivalent IT certifications (CompTIA A+, Network+, Google IT Support, Microsoft, etc.).
• Proficiency with Microsoft 365 (Word, Excel, One Drive, Teams) and Adobe tools.
• Strong foundational knowledge of hardware, operating systems, and troubleshooting.
• Ability to communicate clearly with non‑technical staff and provide patient support.
• Highly organized with strong follow‑through and the ability to juggle multiple tasks.
• Self‑motivated, dependable, and able to work independently in a hybrid environment.
• Comfortable adapting to shifting priorities and fast‑paced operations.