New York State Technology Enterprise Corporation (NYSTEC) · 19 hours ago
Service Desk Technician
Rome, NY
Full-time
Onsite
Entry Level
$60K/yr - $76K/yr
1+ years expNYSTEC is a nonprofit technology consulting company, advising agencies, organizations, institutions, and businesses since 1996. As a Service Desk Technician, you’ll be the go-to resource for employees seeking IT support, troubleshooting technical issues, and ensuring smooth IT operations through efficient ticket management and exceptional customer service.
CharityInformation TechnologyNon Profit
No H1B
Responsibilities
First-line support – Respond to user inquiries and technical issues via phone, email, chat, or NYSTEC’s internal ticketing system
Troubleshooting – Diagnose and resolve common hardware, software, and end user issues. Provide step-by-step guidance to end users to remediate issues and leverage NYSTEC’s remote support tools as needed
User Account Administration – Manage user accounts, access permissions, and licensing. This includes creating new accounts, resetting passwords, modifying permissions, and supporting onboarding and offboarding activities
Escalation – Route complex or unresolved issues to higher-level IT support or specialized teams
Documentation – Maintain accurate records of support interactions and contribute to internal knowledge base articles
Collaboration – Partner with the Corporate Information Security (CIS), Business Information Systems (BIS), and IT Project Management Office (PMO) teams, to support a secure and modern workplace strategy
Inventory and Asset Management - Maintain accurate records of devices, hardware, and software
Manage Help Desk Tickets – Use NYSTEC’s internal ticketing system to track, prioritize, and resolve user requests
Service Requests – Process requests for new software, system access, and other IT-related services in a timely manner
Qualification
Required
Strong understanding of computer hardware, software, networks, and operating systems
Ability to troubleshoot technical issues and to provide clear, step-by-step user guidance
Excellent communication and customer service skills and the ability to support end-users with patience and professionalism
Excellent documentation and critical thinking skills
Possesses strong computer skills, including experience using Microsoft applications (e.g., Azure, Project, PowerPoint, Word, Excel, Outlook, Visio, SharePoint) or equivalent
Associate degree in IT or a related field and one to two years of IT support or related technical experience
An equivalent combination of advanced education, training, and experience will be considered
Preferred
Information Technology Infrastructure Library (ITIL) Foundation: Focuses on IT service management (ITSM) best practices
Computing Technology Industry Association (CompTIA) A+ (or ability to obtain within 12-18 months)
Microsoft 365 Certified: Fundamentals (or ability to obtain within 12-18 months)
Company
New York State Technology Enterprise Corporation (NYSTEC)
For more than 30 years, NYSTEC has provided independent advisory services to our government partners.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Mike Walsh
President and CEO
Jasminka Husic, CPA
Chief Financial Officer
Recent News
2025-08-21
2025-07-01
Company data provided by crunchbase