Senior Technical Support Analyst Jobs in Rochester, NY

Position Summary

The Help Desk Technician II provides first and second-level technical support for hardware, software, application, and infrastructure-related issues across a healthcare environment. This role is responsible for responding to escalated service requests, troubleshooting end-user technology issues, supporting IT projects, deploying equipment, and ensuring exceptional customer service while maintaining operational coverage across multiple sites.

• Provide first and second-level technical support for urgent and routine hardware, software, application, and infrastructure issues.
• Respond to escalated service desk tickets and resolve incidents within established service level agreements (SLAs).
• Troubleshoot and resolve problems related to desktops, laptops, printers, peripherals, operating systems, and business applications.
• Perform daily rounds throughout hospital and clinical locations to address technical issues, equipment replacements, printer support, and field service requests.
• Deploy, configure, install, and replace desktop systems, printers, and other IT equipment, ensuring accuracy, customer satisfaction, and timely completion.
• Provide onsite IT infrastructure support, including diagnosing and resolving hardware, software, and operating system issues.
• Maintain continuous communication with team members to ensure service coverage and effective workload management across supported locations.
• Travel between sites as needed to provide technical support and ensure coverage of critical business operations.
• Participate in IT projects and technology implementations by completing assigned tasks, tracking progress, and providing status updates to project managers.
• Balance project-related activities with daily support responsibilities while maintaining productivity and service quality standards.
• Conduct one-on-one training sessions with end users on hardware, software applications, and technology best practices.
• Assist with onboarding and training of new IT support technicians.
• Document support activities, resolutions, and technical procedures within the ticketing system.
• Prioritize work effectively based on business impact, urgency, and organizational needs.

• Associate degree in Information Technology, Computer Science, or equivalent work experience.
• 2+ years of experience in Help Desk, Desktop Support, or IT Field Services.
• Experience supporting Windows operating systems, desktop hardware, printers, and peripheral devices.
• Knowledge of hardware and software troubleshooting methodologies.
• Experience working with ticketing systems and service management processes.
• Strong customer service, communication, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Valid driver's license and ability to travel between supported locations as needed.

• Experience supporting healthcare or hospital environments.
• Familiarity with IT infrastructure technologies, including networking and endpoint management.
• Experience with technology deployments, migrations, and project implementations.
• CompTIA A+, Network+, ITIL, or similar certifications preferred.

• Technical Troubleshooting
• Customer Service Excellence
• Incident & Problem Resolution
• Time Management & Prioritization
• Team Collaboration
• Project Support
• End-User Training
• Communication Skills
• Adaptability & Flexibility
• Attention to Detail

Job Type & Location

This is a Contract to Hire position based out of Pittsford, NY.

The pay range for this position is $20.00 - $21.67/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Pittsford,NY.

This position is anticipated to close on Aug 1, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.