"Alerted.org

Desktop Support Technician

Islandia, NY, USA

Requisition Number

15621

Location

Corporate MIS-00105

Job Description

SUMMARY

The Desktop Support Technician provides frontline technical support to internal users across the organization, ensuring reliable access to systems, hardware, and software required for daily operations. This role supports business continuity by troubleshooting issues, performing installations and configurations, maintaining equipment, and responding to IT service requests in alignment with established service level agreements (SLAs).

The Desktop Support Technician partners closely with IT leadership, internal teams, and end users to resolve technical issues, document procedures, and support onboarding and offboarding activities. This position serves as a foundational role within the IT function and supports the organization’s technology standards, security protocols, and operational needs.

ESSENTIAL FUNCTIONS, RESPONSIBILITIES, AND DUTIES

End-User Support & Technical Troubleshooting

+ Provide first-level technical support for hardware, software, and system issues across the organization.

+ Troubleshoot and resolve desktop, laptop, printer, and mobile device issues to minimize downtime.

+ Respond to IT service requests within defined SLA timeframes using the ITSM ticketing system.

+ Support Windows 10 operating systems and Microsoft Office 365 applications.

Systems, Hardware & Software Administration

+ Perform laptop and PC imaging, deployment, and configuration.

+ Install, configure, and troubleshoot software applications.

+ Support Active Directory, DNS, DHCP, Group Policy, and Windows Server environments (2008–2019).

+ Configure and support printers, copiers, Zebra label printers, and related peripherals.

+ Assist with iPhone configuration, deployment, and support.

IT Operations & Security Support

+ Enforce company security policies and IT standards.

+ Support employee onboarding and termination processes, including system access provisioning and deactivation.

+ Submit billing documentation for IT department activities as required.

+ Provide support to Production and field teams, including off-hours assistance when necessary.

Documentation & Continuous Improvement

+ Create and maintain technical documentation, procedures, and job aids.

+ Record detailed and accurate ticket notes to support knowledge sharing and reporting.

+ Identify recurring issues and escalate trends or improvement opportunities to IT leadership.

Collaboration & Service Delivery

+ Build positive working relationships with internal users and stakeholders.

+ Communicate clearly and professionally with technical and non-technical audiences.

+ Support cross-functional initiatives and assume additional duties as assigned.

Payrate: $24.00/hr

Requirements

REQUIRED QUALIFICATIONS AND COMPETENCIES

Education

+ College degree in Computer Science, Information Technology, or a related field preferred, or equivalent hands-on experience.

Certifications

+ A+ Certification or equivalent required.

Experience

+ 3–5 years of previous technical support experience preferred.

+ Experience supporting end users in a fast-paced environment.

+ Exposure to ERP systems is a plus.

+ Bilingual Spanish preferred.

Technical Proficiency

+ Strong working knowledge of Windows operating systems.

+ Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).

+ Experience with Active Directory and basic network services.

+ Strong typing skills and familiarity with ITSM ticketing platforms.

Competencies

+ Communication: Clear verbal and written communication skills with a customer-service mindset.

+ Problem Solving: Strong troubleshooting, analytical, and critical-thinking abilities.

+ Execution: Ability to manage multiple tasks, prioritize effectively, and meet deadlines.

+ Collaboration: Works well independently and as part of a team.

+ Professionalism: Positive demeanor, reliability, and adaptability in changing environments.

WORK ENVIRONMENT AND OTHER DETAILS

Expected Hours of Work:

This is a Full-Time, Non-Exempt position. Standard hours are Monday–Friday, 8:30 AM–5 PM, with occasional adjustments based on front desk coverage or business needs. Evening and weekend work is not typically required.

Travel Requirements:

Minimal travel may be required on an as-needed basis; however, travel for this position is not typical and, when necessary, would be limited to local, same-day trips.

Physical Demands of the Job:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is frequently required to sit, stand, walk, talk, and hear; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

The work is performed primarily in a company or home-office setting. The noise level in the company work environment is moderate. The duties listed above are intended only as illustrations of the various types of work and duties that may be performed. The omission of specific statements of duty does not exclude them from the position if the work is similar, or a logical assignment to the position, and the Company reserves the right to add additional duties or modify existing duties.

The job description does not constitute an employment agreement between the Company and employee and is subject to change by the Company as the needs of the Company and requirements of the job change. Employee’s signature below constitutes an employee’s understanding of the requirements, essential functions, and duties of the position.

Work Schedule

Mon-Fri 8:30am-5pm

Supervisor

Steve J Elster

Salary Target

$24.00