Help Desk Support Technician

Job Description

Job Description

Lifetime Assistance – Help Desk Support Technician
Make an Impact. Create Joy. Shape the Future.

At Lifetime Assistance, our mission is to foster independence, dignity, and respect for individuals with intellectual and developmental disabilities. Working with us goes beyond just a job—it’s a chance to transform lives, including your own.

Position Overview:

Job Title: Help Desk Support Technician
Location: Rochester, NY 14624
Department: Information Technology (IT)
Reports To: Help Desk Supervisor
Employment Type: Full-Time, Non-Exempt
Pay Range: $21 - $26 per hour
Location Type: On-Site

Why You Should Work for Lifetime Assistance?

• No-Premium Health Insurance: Access comprehensive healthcare without added cost.
• Education Support: Tuition assistance, scholarships — 50% off tuition for two courses per semester plus up to $3,000 scholarship per semester — plus micro-credential stipends up to $750 and SUNY partnerships.
• Paid Training & Coaching: Receive hands-on onboarding with a Success Coach, immersive learning, e-learning, and ongoing paid training.
• Career Growth: Clear pathways to advancement, leadership training, and coaching support.
• Work-Life Harmony: Generous paid time off and supportive scheduling.
• Join a Caring Culture: Be part of a compassionate, mission-driven team that values every person — both those we support and our employees alike.

Your Core Responsibilities:

Help Desk Support & Troubleshooting

• Respond to Help Desk requests received by phone, email, or ticketing system and provide timely, professional technical support.
• Troubleshoot and resolve hardware and software issues involving PCs, laptops, printers, and other networked devices.
• Escalate complex or unresolved technical issues to the appropriate IT leadership as needed.
• Maintain current knowledge of agency technology systems, security protocols, and IT best practices.

Customer Service & End-User Support

• Provide responsive and professional customer service while addressing the technical needs of agency staff.
• Assist employees with general technology questions, system navigation, and day-to-day technical issues.
• Communicate technical information clearly and effectively to users with varying levels of technology experience.
• Help create a positive and consistent user experience across agency technology platforms.

IT Projects & Initiatives

• Assist with the coordination and execution of IT projects and technology initiatives.
• Track project tasks, communicate updates, and provide end-user support throughout project lifecycles.
• Identify and communicate potential risks, barriers, or delays that may impact project completion.
• Serve as project coordinator for assigned IT initiatives as needed.

Systems, Assets & Administrative Support

• Process IT-related purchase orders and assist with maintaining accurate inventory of agency technology equipment and assets.
• Receive and track equipment and maintain accurate information within IT asset management systems.
• Review vendor invoices for accuracy and assist with tracking technology contracts and renewals.
• Coordinate with vendors and internal departments to support timely processing of technology purchases and services.

Security & Compliance

• Follow established agency IT policies, procedures, security standards, and best practices.
• Support the secure handling of agency systems, data, equipment, and user access.
• Maintain awareness of security requirements involving authentication, endpoint protection, and agency technology.
• Participate in ongoing training to remain current with IT security practices and system updates.

Agency-Wide Technical Support

• Travel to agency locations as needed to troubleshoot technical issues, deliver or install equipment, and provide on-site support to staff.
• Support technology needs across agency departments and programs.
• Perform other related duties as assigned by the Help Desk Supervisor or designee.

What You Bring:

Education & Experience

• Associate degree in Information Technology or a related field required.
• One (1) to five (5) years of technical support experience in a corporate or secure environment.
• Valid driver’s license and reliable transportation required.

Technical Knowledge

• Strong knowledge of Windows-based PC and laptop configuration, troubleshooting, and support.
• Familiarity with Active Directory, Multi-Factor Authentication (MFA), Single Sign-On (SSO), and endpoint security.
• Experience with Microsoft Office 365 applications, including Outlook, Teams, and OneDrive.
• Knowledge of networked devices, including printers and scanners.
• Experience working with Help Desk ticketing systems preferred.
• A+, Security+, or other relevant IT certifications preferred.

Troubleshooting & Problem-Solving

• Strong technical troubleshooting and problem-solving abilities.
• Ability to identify, research, and resolve common hardware, software, and user-access issues.
• Ability to recognize when an issue requires escalation and communicate relevant information to other IT team members.
• Strong attention to detail and commitment to accurate documentation.

Communication & Customer Service

• Excellent verbal and written communication skills.
• Strong customer service skills and a commitment to providing timely, professional support.
• Ability to explain technical concepts and instructions clearly to users with varying levels of technical knowledge.
• Ability to interact professionally and effectively with employees throughout the agency.

Organization & Collaboration

• Ability to organize and manage multiple tasks and support requests simultaneously.
• Ability to prioritize responsibilities based on urgency and operational needs.
• Ability to work independently while also collaborating effectively as a member of the IT team.
• Dependable, detail-oriented, and responsive to changing technology and support needs.

Our Mission & Culture:

• Mission-Driven Work: Empowering individuals to live with independence and purpose—here, your work truly matters.
• Inclusive & Supportive: A workplace built on respect, dignity, and a shared vision of inclusion.
• Community Impact: Join efforts that reflect Lifetime Assistance’s dedication to community partnerships and enhanced quality of life for all.

Are You Ready to Begin?

If you’re a compassionate leader ready to take the next step in your human services career, apply today and join us in building lives of independence—one person at a time.

Equal Opportunity Employer
Lifetime Assistance is proud to be an Equal Employment Opportunity employer. We celebrate diversity and are committed to inclusive hiring practices without regard to race, religion, gender, age, disability, or other protected characteristics.

“I am part of something bigger… Being a Lifetime Assistance employee means everything to me.”
— Kimberly C, Family Coordinator of Community Services, celebrating her 30th year with us