IT Service Desk Technician

Job Title: IT Service Desk Technician Department: Information Technology Location: Onsite, Rochester, NY Hours Per Week: 40 hours Schedule: Days, Monday – Friday 9:00 AM - 5:00 PM SUMMARY The primary function of the Information Services and Technology Service Desk is to be the first point of contact for internal customers to report incidents and requests for IT services. The Service Desk Technicians provide exceptional customer service and technical support, delivering solutions through multiple contact channels including but not limited to in-person, phone and email. This position addresses and resolves customer inquiries, requests and incidents, maintaining a high percentage of first contact resolution. The Service Desk Technician is responsible for escalating issues, when needed, to ensure a successful and positive experience for the customer. RESPONSIBILITIES Processes end-user IT on/off boarding and the creation/disabling of end-user accounts in ACM’s IT systems as requested. Provide technical support via in person, over the phone or electronic chat/email, to end users. Resolve customer issues and requests proficiently and effectively. Influence creative solutions to maximize the efficiency of technology within ACM/Drugscan/DSI. Work with technical and engineering teams to translate technical customer problems and needs into a better product and support experience. Troubleshoot technical issues concerning the products and services offered to all members of the ACM/Drugscan/DSI organization. Resolve Tier 1 technical issues. Manages incident tickets within the Incident Management guidelines and procedures. Ensures proper ticket routing and escalation to the appropriate IT team member. Processes end-user IT on/off boarding and the creation/disabling of end-user accounts in ACM’s IT systems as requested. Provides quality, timely and accurate end to end support and communication of any issues within area of responsibility. Maintain Asset Tracking Database. Strictly adhere to Tier One specific performance metrics. Ensures timely business delivery with pre-determined Service Level Agreements. Participate in IT on-call rotation. Performs other duties as assigned. REQUIRED QUALIFICATIONS 1+ years’ experience within IT field, preferably in person help desk role. PREFERRED QUALIFICATIONS Associates Degree in IT field. Ability to work independently in a fast paced environment. Good customer service skills. Well organized with the ability to multi –task and prioritize workload. Good verbal and written communication with the ability to explain technical problems in a “customer friendly” language. Ability to demonstrate basic and effective troubleshooting skills with hardware and software applications. Basic experience with Microsoft Office. Experience with basic network tools. Ability to stay calm under fast pace and high pressure work environment. PHYSICAL REQUIREMENTS: Sedentary - Sedentary roles are primarily office-based and require prolonged sitting (67–100% of the workday) with minimal physical effort and lifting limited to under 10 lbs. Fine motor skills are necessary for computer work, writing, and telephone use, supported by clear visual and auditory ability. Cognitive and emotional demands are high due to extended concentration, frequent interruptions, independent decision-making, and information processing. Although physical exposure is low, administrative areas within healthcare environments may occasionally involve contact with infectious agents. Some roles may require flexible hours, TB screening, or a valid driver’s license.

PAY RANGE: $24.00 - $29.00