"Alerted.org

Overview

The Help Desk Associate will serve as a friendly, professional point of contact for all Heritage Christian Services employees seeking technical assistance from the help desk team.

Pay for this position: $21.64 / hr - $23.82 / hr

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above range represents the organization's good faith and reasonable estimate of the range of possible compensation at the time of posting

Responsibilities

+ Provide prompt and courteous walk-up support at the help desk, ensuring every staff member feels welcomed and supported.

+ Respond to support requests via telephone, voicemail, email or in person.

+ Assist in preparing issues and requests via ticketing system before assigning to the help desk team.

+ Collaborating with team leadership to maintain and update internal documentation including guides, knowledge-based articles, and standard operating procedures.

+ Assist team leadership with quality assurance and customer satisfaction initiatives.

+ Support the creation and distribution of operational and inventory reports.

+ Contribute to the automation of processes with team leadership to improve operational efficiency.

+ Engage with vendors and key partners on specific assignments and initiatives.

+ Stay current with emerging technologies and make recommendations aligned with the organization’s strategic goals.

Qualifications

+ 1-2 years of experience in an IT-related field.

+ High school diploma or equivalency required

+ Strong interpersonal and communication skills with a focus on customer service and hospitality.

+ Demonstrated ability to manage multiple requests and prioritize tasks in a fast-paced environment.

+ Detail-focused, reliable, organized and the ability to produce clear, user-friendly documentation and reports.

+ Ability to work well in a team environment.

+ Familiarity with Windows and Microsoft Office/O365 products.

+ Familiarity with help desk ticketing systems and common IT tools.

+ Valid driver’s license that meets Heritage Christian Services motor vehicle standards.

+ Physical ability to lift up to 30 pounds.

Our Commitment to Equity and Justice

We believe that people are entitled to dignity, respect, equity and justice. We champion a society that removes barriers. We reject racism and discrimination of any kind. We protest systemic and political inequities that marginalize people, recognizing that there is a history of structural racism in the United States. We will continue to learn and change to achieve justice. We know that strength comes from unity.

Job LocationsUS-NY-Rochester and surrounding areas

Job ID 2025-11217

Category Information Technology