Desktop Support Manager Jobs in Rochester, NY (NOW HIRING)

The Quatela Center is seeking an experienced Desktop Support Technician to support daily operations. The Desktop Support Technician is responsible for providing technical assistance and support related to computer systems, hardware, and software. They diagnose and resolve technical issues, install and configure computer systems, and provide training and support to end-users. This role plays a crucial role in ensuring the smooth operation of desktop computers and peripherals, as well as maintaining the overall efficiency of the organization's IT environment. The Desktop Support Technician will report to the Director of Technology.

Duties:

1. Technical Support:

- Provide first-line technical support to end-users via phone, email, or in-person.

- Diagnose and resolve hardware, software, and network issues in a timely manner.

- Escalate complex technical issues appropriately for further investigation and resolution.

- Utilize AI-based tools and software applications to diagnose and troubleshoot problems efficiently.

2. Installation and Configuration:

- Install, configure, and troubleshoot desktop computers, laptops, printers, scanners, and other peripheral devices.

- Set up and maintain user accounts, profiles, and permissions.

- Install and upgrade software applications and operating systems as needed.

3. Hardware and Software Maintenance:

- Perform regular maintenance tasks, such as software updates, patches, and system backups.

- Conduct hardware inspections, repairs, and replacements as necessary.

- Maintain an inventory of hardware and software assets, including tracking warranties and licenses.

4. User Training:

- Provide training and assistance to end-users on the proper use of hardware, software, and IT systems.

- Educate users on best practices for data security, password management, and system optimization.

5. Remote Support:

- Utilize remote access tools to provide support to remote users and branch offices.

- Troubleshoot connectivity issues and assist with remote software installations and configurations.

6. Incident Management and Reporting:

- Log and track support requests using a ticketing system.

- Generate reports and metrics to monitor support activity, trends, and performance.

7. Collaboration and Coordination:

- Collaborate with the Director of IT to resolve complex technical issues and implement IT projects.

- Communicate effectively with end-users, management, and stakeholders to provide updates and gather feedback.

- If necessary, liaise with third-party support and PC equipment vendors

- Perform related duties consistent with the scope and intent of the position.

Qualifications and Skills:

- Bachelor's degree in Information Technology, Computer Science, or related field (preferred) or equivalent work experience.

- Proven experience in desktop support or a similar technical support role.

- Ability to prioritize tasks and manage time effectively

- Excellent problem-solving skills and attention to detail with the ability to work independently and as part of a team

- Strong knowledge of Windows operating systems, as well as Microsoft Office Suite and other common software applications.

- Familiarity with hardware components, peripheral devices, and troubleshooting techniques.

- Experience working with AI-based tools and software applications is preferred - Willingness to learn and adapt to new technologies and procedures

- Strong communication and interpersonal skills, with the ability to interact professionally with end-users of all levels.

- Customer service-oriented mindset and a commitment to providing exceptional support.

- IT certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus.

Work Conditions:

· Sitting, standing, or walking for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

· Lifting and transporting of moderately heavy objects, such as computers and peripherals.

· Travel to Victor is required for the purpose of on-site hardware and software troubleshooting and repair.

· Typical working hours of 8:30am-5pm M-F.

Benefits:

· Medical Insurance

· Dental Insurance

· Vision Insurance

· FSA- Flexible Spending Account

· HSA – Health Savings Account

· Life Insurance – Employer paid- 1.5x annual pay

· Paid Family Leave

· 3-Weeks Paid Vacation annually

· 401k Safe Harbor Plan (after 60 days)

· 10 paid Holidays

· Employee Discounts

· Work Anniversary Milestones- Employee Bonus -1 year/5 year/15 year/20 year/25 year

· Quarterly Employee Feedback Survey

All duties and responsibilities stated are essential job functions. Staff members may be required to perform additional job-related duties as assigned by management.

It is the policy of Quatela Facilities to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.