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Help Desk Tier 1 Jobs in Rochester, NY (NOW HIRING)

Graham Corporation

IT/Helpdesk Specialist

Batavia, NY · On-site

$18 - $22/hr

The Helpdesk Specialist will be the first point of contact for all company IT service desk ... Technical training in computer science * 1 to 3 years of experience in helpdesk/desktop support ...

Graham Manufacturing

IT/Helpdesk Specialist

Batavia, NY · On-site

$18 - $22/hr

The Helpdesk Specialist will be the first point of contact for all company IT service desk ... Technical training in computer science * 1 to 3 years of experience in helpdesk/desktop support ...

RIT Inn and Conference Center

Front Desk Agent

Henrietta, NY · On-site

$16/hr

  • Retirement

Organized and quick-thinking, you are often juggling several high-priority tasks at one time as you ... With pride, you help keep the front office, lobby, and surrounding areas clean, organized, and well ...

RIT Inn and Conference Center

Front Desk Agent

Henrietta, NY · On-site

$16/hr

  • Retirement

Organized and quick-thinking, you are often juggling several high-priority tasks at one time as you ... With pride, you help keep the front office, lobby, and surrounding areas clean, organized, and well ...

RIT Inn and Conference Center

Front Desk Agent

Henrietta, NY · On-site

$16/hr

  • Retirement

Organized and quick-thinking, you are often juggling several high-priority tasks at one time as you ... With pride, you help keep the front office, lobby, and surrounding areas clean, organized, and well ...

RIT Inn and Conference Center

Front Desk Agent

Henrietta, NY · On-site

$16/hr

  • Retirement

Organized and quick-thinking, you are often juggling several high-priority tasks at one time as you ... With pride, you help keep the front office, lobby, and surrounding areas clean, organized, and well ...

World Wide Technology

Software Specialist

Rochester, NY · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

... helping customers navigate quoting, vendor outreach, onboarding, renewals, and day-to-day software ... Tier 1 and EA-class strategic agreements are owned by Software Advisors and EA Customer Success ...

World Wide Technology

Software Specialist

Geneseo, NY · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

... helping customers navigate quoting, vendor outreach, onboarding, renewals, and day-to-day software ... Tier 1 and EA-class strategic agreements are owned by Software Advisors and EA Customer Success ...

Bausch + Lomb

Manufacturing Group Leader II

Rochester, NY · On-site

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Our mission is simple, yet powerful: helping you see better, to live better. Our comprehensive ... Arrange overtime as required according to overtime policy and Tier 1 data. * Provide technical ...

CALERO

Mobility Support Specialist

Rochester, NY · On-site

... Help Desk tickets for issues such as data allowances or activations; and providing timely ... Experience multi-tasking in a Tier 2 customer service environment, in which clients can submit any ...

groteindustries

Quality Assurance Manager

Avon, NY · On-site

With these innovations, Grote has helped millions of people throughout North America and the world ... OEM/Heavy Truck Tier 1 supplier is a plus. Quality Management Systems experience. Six sigma ...

Grote Industries

Quality Assurance Manager

Avon, NY · On-site

$105K - $120K/yr

With these innovations, Grote has helped millions of people throughout North America and the world ... OEM/Heavy Truck Tier 1 supplier is a plus. Quality Management Systems experience. Six sigma ...

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All JobsHelp Desk Tier 1 JobsHelp Desk Tier 1 Jobs in Rochester, NY

Help Desk Tier 1 information

See Rochester, NY salary details

$12

$22

$33

How much do help desk tier 1 jobs pay per hour?

As of Aug 15, 2026, the average hourly pay for help desk tier 1 in Rochester, NY is $22.84, according to ZipRecruiter salary data. Most workers in this role earn between $18.99 and $25.62 per hour, depending on experience, location, and employer.

What are some common challenges faced by help desk tier 1 professionals and how can they be managed?

Help Desk Tier 1 professionals often encounter challenges such as managing a high volume of support tickets, troubleshooting a wide range of user issues, and communicating technical solutions to non-technical users. Staying organized and prioritizing tasks is key to handling ticket volume efficiently. Additionally, developing strong communication skills and a patient, customer-focused attitude helps in resolving user concerns effectively. Regular training and collaboration with other IT team members can also improve problem-solving abilities and job satisfaction.

What are the key skills and qualifications needed to thrive as a help desk tier 1?

To thrive as a Help Desk Tier 1 specialist, you need a foundational understanding of computer systems, troubleshooting, and customer service, often supported by a relevant associate degree or technical certifications like CompTIA A+. Familiarity with ticketing systems (such as ServiceNow or Zendesk), remote desktop tools, and knowledge bases is typically required. Strong communication, patience, and problem-solving skills help you efficiently resolve user issues and provide a positive support experience. These skills and qualities are crucial for ensuring user satisfaction, minimizing downtime, and maintaining smooth IT operations.

What is a help desk tier 1?

Help Desk Tier 1 jobs are entry-level technical support positions responsible for assisting users with basic IT issues and troubleshooting common problems, such as password resets, software installations, and connectivity issues. Tier 1 technicians are typically the first point of contact for customers seeking technical assistance by phone, email, or chat. They gather information, resolve simple technical issues, and escalate more complex problems to higher-level support if needed. This role is essential for ensuring quick response times and maintaining user satisfaction.

What is the difference between Help Desk Tier 1 vs Help Desk Tier 2?

AspectHelp Desk Tier 1Help Desk Tier 2
ResponsibilitiesInitial troubleshooting, basic issue resolution, password resetsAdvanced troubleshooting, complex issue resolution, escalation handling
Skills & CertificationsBasic technical knowledge, customer service skills, CompTIA A+ often preferredDeeper technical skills, certifications like Network+ or Microsoft certifications
Work EnvironmentFrontline support, help desk software, customer interactionSupport escalation, remote troubleshooting, technical analysis

Help Desk Tier 1 staff handle initial customer issues with basic troubleshooting, while Help Desk Tier 2 staff manage more complex problems requiring deeper technical knowledge. Tier 1 focuses on quick resolution and customer service, whereas Tier 2 involves advanced diagnostics and escalation. Both roles are essential in a typical IT support structure and often require similar certifications, but Tier 2 demands more technical expertise.

What are popular job titles related to Help Desk Tier 1 jobs in Rochester, NY?

For Help Desk Tier 1 jobs in Rochester, NY, the most frequently searched job titles are:

What job categories do people searching Help Desk Tier 1 jobs in Rochester, NY look for?

The top searched job categories for Help Desk Tier 1 jobs in Rochester, NY are:

What cities near Rochester, NY are hiring for Help Desk Tier 1 jobs?

Cities near Rochester, NY with the most Help Desk Tier 1 job openings:

Help Desk Tier 1 jobs near you
Infographic showing various Help Desk Tier 1 job openings in Rochester, NY as of August 2026, with employment types broken down into 80% Full Time, and 20% Part Time. Highlights an 100% In-person job distribution, with an average salary of $47,512 per year, or $22.8 per hour.

IT/Helpdesk Specialist

Graham Corporation

Batavia, NY • On-site

$18 - $22/hr

Full-time

Re-posted 20 days ago

Job description

Job Title: IT/Helpdesk Specialist
Reports To: Sr. IT Manager
Division/Department: IT Department
Level of Work: I
Position Summary:
The Helpdesk Specialist will be the first point of contact for all company IT service desk incidents and requests. Perform routine information technology support activities involving installation, maintenance, and technical support of personal computer systems, network systems, and communications equipment. Works under the direct supervision of IT management or senior IT staff.
Key Results Areas:
Level I: Quality - Complete and accurate work performed efficiently
Production quality and efficiency using appropriate tools and equipment, qualified to perform special processes as needed
  • Maintain IT infrastructure:
  • Diagnoses and resolves end-user network or local printer problems, PC desktop and laptop hardware/software problems, e-mail, Internet and local-area network access problems
  • Installs and configures computers, printers and other peripherals
  • Troubleshoot and maintain IT equipment:
  • Provides helpdesk support by trouble-shooting and resolving helpdesk tickets or escalating to IT Management as appropriate
  • Ability to communicate -oral or written - technical information to all levels of end-users
  • Maintains various programs and small projects
  • Performs other related duties as required and assigned

Follow instructions - oral and/or written
  • Follows all Graham Corporation Policies and Procedures as stated in the Employee handbook
  • Follows all IT Policies and Procedures
  • Performs other related duties as required and assigned

Safety & housekeeping
  • Maintains a clean and safe work area.
  • Practices safety at all times while at work.
  • Follows safety policies and procedures and speaks up when others are non-compliant.
  • Wears all safety equipment when in the shop area.

Continual Improvement suggestions
  • Keeps an open mind to others continuous improvement suggestions.
  • Bring continuous improvement suggestions to the appropriate team member.

Professional Development
  • Demonstrates initiative, positive attitude, and enthusiasm for the job.
  • Will follow up with supervisor on professional development goals and opportunities.
  • Takes an interest and lets it be known that they have a desire to grow with the company.

Qualifications:
To qualify for this position, an individual must possess the knowledge, training, experience and abilities required.
Education and Training:
  • High school diploma or GED required.
  • Technical training in computer science
  • 1 to 3 years of experience in helpdesk/desktop support preferred

Desired Job Qualifications:
  • Experience working directly with business end-users a plus.
  • Experience with Lotus Notes
  • A + Certification

Skills:
  • Proficient in Microsoft Office software products
  • Ability to work efficiently with many different types of people, skill levels, and personalities
  • High attention to detail
  • Demonstrate behavior consistent with company values.
  • Maintain strict confidentiality regarding company matters.
  • Ability to work independently, with minimal direction as a highly motivated self-starter and within a team-oriented culture

Physical and Mental Demands
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Physical Demands : May be required to move items up to 60 pounds for distances of up to 10 feet. May be required to stand, stoop, bend, kneel and squat for extended periods. May be exposed to fumes or dust, toxic or caustic chemicals, outdoor weather, moving mechanical parts and moderate to loud noise levels. Must wear appropriate protective gear and clothing as necessary. Traveling between buildings will be required
  • Mental demands: While performing the duties of this position, the incumbent is required to read, write, analyze data and reports, exercise judgment, develop plans, procedures and goals, present information to others and work under pressure. Work may require evening and weekend work.
  • Work Environment: This job primarily operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers. While performing the duties of this position, the incumbent is also exposed to high level of manufacturing and equipment noise. Some duties are performed indoors in a manufacturing environment with temperature changes. Exposure to hazardous materials, fumes or airborne particles and moving mechanical parts with vibration.

Work Authorization/Security Clearance
  • Must be a U.S citizen. Must be able to obtain a secret security clearance if needed.

This job description is not all-inclusive but rather serves as a general guideline of the current needs of the position and can be modified at the discretion of management to meet current business needs. Experience and education requirements are the primary basis for awarding this position, however substitutions that are essentially equivalent may be made as they relate to the essential functions, duties, and responsibilities of this position
Salary Description
$18.00-$22.00/hour

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