Help Desk Technician – Level 1 in Rochester, New York at DIMARCO GROUP LLC

The DiMarco Group has proudly served the commercial construction industry for more than 100 years. We are seeking a motivated and customer-focused Help Desk Technician – Level 1 to provide technical support across all DiMarco Group entities.

This position is ideal for an individual who is passionate about customer service and has a strong interest in Information Technology. The successful candidate will serve as the first point of contact for end-user support, assisting with day-to-day technical issues while gaining hands-on experience with modern IT systems and infrastructure.

Key Responsibilities

• Serve as the first level of technical support for end users across the organization.
• Respond to and resolve help desk tickets in a timely and professional manner.
• Create and manage user accounts, including password resets and access requests.
• Maintain accurate IT documentation, asset records, and inventory tracking.
• Provide exceptional customer service and technical assistance to employees.
• Assist with the setup, deployment, and support of computer hardware and software.
• Support and troubleshoot Microsoft 365 applications and Windows 11 environments.
• Utilize the Halo ticketing system to document, track, and manage support requests.
• Travel to company locations as needed to provide onsite technical support.
• Demonstrate a willingness to learn new technologies and expand technical skills.

Qualifications

Required

• Associate degree in Information Technology, Computer Science, or a related field; equivalent work experience will also be considered.
• Strong customer service and communication skills.
• Basic understanding of computer hardware, software, and networking concepts.
• Reliable transportation and the ability to travel to offsite locations as needed.
• Ability to work independently and as part of a team.

Preferred

• Experience supporting Microsoft 365 applications.
• Familiarity with Windows 11 operating systems.
• Experience using help desk or ticketing systems, preferably Halo.
• Previous customer service or technical support experience.

Work Environment

• This is a full-time, onsite position located in Henrietta, New York.
• Typical work schedule is Monday through Friday, 8:00 AM to 5:00 PM.
• Participation in an on-call rotation may be required as needed.