IT Help Desk Support Engineer

East Syracuse, NY (onsite) IT role focused on end-user support, endpoint management, and ticket-based service delivery.

Responsibilities

• Handle incoming support requests and manage ticket queues using Autotask
• Manage endpoints through AEM (Autotask Endpoint Management)
• Provide remote support for client issues over the phone
• Perform monitoring and backup monitoring
• Create and maintain reporting as needed for client support activities
• Build and support workstations and laptops
• Support new phone configurations and assist with phone deployment
• Manage antivirus system activities for client environments
• Support clients with behind-the-scenes troubleshooting and operational tasks
• Provide on-site support for larger office moves and configurations
• Participate in an on-call rotation

Requirements

• Customer-oriented mindset: strong “Customer First” philosophy and willingness to solve problems for people
• Ability to be punctual and reliable (early is on time; on time is late)
• High attention to detail and a methodical approach to tasks
• Ability to take ownership of issues and work them through
• Capability to design and execute a plan
• Professional, polished presentation
• Clear written and verbal communication; ability to explain complex topics simply
• Discipline to maintain strong documentation
• Commitment to long-term employment (not a “job hopper”); desire to build a successful long-term relationship
• Reliable vehicle
• At least 3 years of relevant experience

Technology

• Autotask
• AEM (Autotask Endpoint Management)

Compensation

• USD 40,000 - 55,000 per year
• Compensation dependent on experience and higher than market standards
• Certifications are a plus, but experience is emphasized

On-site Location

• East Syracuse, NY (onsite)

Benefits

• Health Insurance
• Dental Insurance
• Long-term disability insurance
• Retirement account

Additional notes: High performers can grow with the team without needing to leave; candidates should be comfortable under pressure, interested in a long-term role, and able to maintain a positive, fun work environment.