Service Desk Technician

Job Description

Job Description

Service Desk Technician

Position Type: Contract | Term: 1 Year contract beginning 9/28/26 | Hours: 37.5 hours/week
Location: New York State / Hybrid or Remote with occasional in-person support and travel
You must be a US citizen or legally able to work in the US for the duration of the contract term. This is a W2 position ONLY. This role is ONSITE in Albany, NY

We are seeking a Service Desk Technician to provide front-line technical support to end users across a statewide organization. This role will troubleshoot hardware, software, account access, mobile devices, audiovisual equipment, and enterprise applications while delivering responsive, customer-focused service.

The technician will support Microsoft 365, Windows, Salesforce, SharePoint, Webex, Jira, and other approved technologies; configure and deploy computers and mobile devices; maintain IT assets and loaner equipment; assist with webinars and conference room technology; and support users at multiple locations.

• Provide technical support by phone, email, ticketing system, remote access, and in person.
• Troubleshoot Windows, Microsoft 365, hardware, software, networking, and account-access issues.
• Configure, image, deploy, and maintain laptops, desktops, thin/zero clients, Chromebooks, mobile devices, and peripherals.
• Support applications including Microsoft 365, Salesforce, SharePoint, Webex, Jira, and other enterprise platforms.
• Assist with webinars, virtual meetings, conference room AV equipment, and related technology.
• Manage user accounts, passwords, permissions, and access.
• Maintain accurate hardware/software inventories, loaner equipment, and licensing records.
• Support new-hire onboarding, equipment replacement, employee moves, and technology deployments.
• Coordinate with vendors and internal IT teams to resolve technical issues.
• Identify and appropriately escalate phishing, scams, and other security concerns.
• Provide end-user training and develop technical documentation as needed.
• Support users at multiple locations throughout New York State, including occasional travel.
• Research emerging technologies and assist with IT projects and initiatives.
• Perform other duties as assigned.

• Associate degree in Computer Science, Information Technology, Information Systems, or related field; or equivalent relevant experience .
• 3+ years of relevant experience may substitute for a degree.
• One or more relevant professional IT certifications is required.
• Acceptable certifications may include CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft certifications, ITIL, or other recognized industry certifications relevant to desktop support, service desk, networking, or information technology.
• Experience providing help desk, service desk, desktop, or end-user technical support.
• Working knowledge of Windows, Microsoft 365, Active Directory, and common desktop applications.
• Understanding of basic networking concepts, including IP addressing, DHCP, and DNS.
• Experience with computer imaging, hardware deployment, asset management, and mobile devices.
• Experience using a service desk/ticketing system.
• Strong troubleshooting, communication, organization, and customer-service skills.
• Ability to work independently and collaboratively.
• Ability to lift and move equipment weighing up to 50 pounds to desk height.

• PowerShell or other scripting experience.
• Experience with Salesforce, SharePoint, Webex, Jira, or virtual machine environments.
• Mobile-device management experience.
• Audiovisual/conference room technology support.
• End-user training and technical writing.
• Experience supporting remote or traveling employees.
• Experience working with technology vendors and software licensing.

Certification Requirement: Candidates must hold at least one current, recognized IT certification relevant to the position. Additional certifications and advanced technical credentials are preferred.