Help Desk Specialist

Location: Verona, New York, USA; onsite support for a government contract

Salary: $48,000–$60,000 per year, paid weekly

Company

Provides network and infrastructure services, including wired and wireless network design, data center and cloud migrations, telecommunications, systems integration, and security-focused support.

What you will do

• Provide first-line support for calls received by the help desk and create tickets for each request.
• Escalate incidents to the appropriate support staff in line with service-level agreements.
• Communicate call status, technician schedules, and resolution updates to users.
• Schedule required tasks, conduct follow-up calls, and support customer satisfaction.
• Maintain documentation and ensure compliance with call center, deployment, and decommissioning procedures.
• Provide additional support for government contract operations as assigned.

Requirements

• Degree in Computer Science or a related technical field, or at least two years of IT environment experience.
• Strong phone-based user communication skills and first-level troubleshooting ability.
• Knowledge of Microsoft Office, Windows, basic networking concepts including TCP/IP and DNS, and administrator-level operating system support.
• Experience with Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, virus scanning, and corporate infrastructure systems.
• Knowledge of end-user hardware, including PCs, laptops, printers, monitors, peripherals, drivers, and firmware.
• Must be available for any shift in a 24x7 coverage environment, including evenings, nights, weekends, and holidays; a valid driver's license and a US DOD Secret Clearance or ability to obtain one are required.

Nice to have

• Experience with gaming or hospitality systems.
• CompTIA A+, Network+, Security+, HP, MCSE, MCP, or call center certifications.
• Six or more years of work experience.
• Experience with PDAs, tablets, thin clients, retail point-of-sale devices, and corporate hardware and software testing.

Culture & Benefits

• Medical, dental, and vision coverage.
• 401(k) with matching contributions, paid sick and vacation time, and holiday pay.
• Annual bonus and relocation assistance with temporary housing.
• Training, mentorship, career growth opportunities, and a collaborative working environment.
• Inclusive and respectful workplace focused on employee development and long-term operational stability.