IT Help Desk / Technical Support Specialist at Simon's Agency, Inc. – Liverpool, New York

About Company:

Simon’s Agency, Inc. has been helping businesses turn red into black since 1965. For more than 60 years, we have delivered trusted debt recovery solutions while maintaining a strong commitment to professionalism, compliance, and treating every consumer with respect.

What started in the era of rotary phones and Rolodexes has evolved into a national, technology-driven organization combining advanced analytics with an experienced team of industry professionals. Our continued success comes from investing in talented people who are dedicated to delivering results for our clients.

We specialize in the recovery of medical, consumer, commercial, and business-to-business debt. Our mission is simple: recover funds efficiently while preserving the goodwill of our clients and their customers.

At Simon’s Agency, our people make the difference—and we are always looking for motivated professionals to join our growing team.

We are seeking a motivated, dependable, and customer-focused IT Help Desk / Technical Support Specialist to join our team.

In this role, you will serve as the first point of contact for technical support, helping users resolve IT issues quickly and efficiently while ensuring a high level of customer service. This position is perfect for someone who enjoys solving problems, helping people, and working with technology in a collaborative environment.

If you enjoy troubleshooting systems, learning new technologies, and making a real impact on daily operations, this is a great opportunity to build and grow your IT career.

Who This Role Is Perfect For

This role is ideal for someone who:

• Enjoys troubleshooting technology and solving problems
• Likes helping people and providing excellent customer support
• Is eager to grow their IT skills and technical knowledge
• Takes pride in being organized, dependable, and responsive
• Works well independently while also collaborating with a team

Candidates who enjoy learning new systems and improving processes will thrive in this role.

What You'll Do

Help Desk Support

• Provide day-to-day technical support and troubleshooting for users
• Serve as a liaison between IT teams and the user community
• Monitor and manage help desk tickets and issue resolution
• Maintain hardware inventory, assignments, and licensing using systems such as SnipeIT

System Administration Support

• Assist with Microsoft 365 P2 administration
• Support Windows Domain Administration, including:
  • Active Directory
  • Group Policy (GPO)
  • DNS
• Configure and maintain workstations, laptops, and system environments
• Assist with Unified Threat Management systems (SonicWall)
• Support access control systems and CCTV infrastructure

Software & Security Support

• Utilize Remote Monitoring and Management tools (Atera)
• Manage software updates and deployments
• Assist with backup systems (Veeam)
• Support Microsoft 365 administration and Office environments
• Manage software licensing and user permissions
• Maintain virus protection and endpoint security

Basic knowledge of cybersecurity best practices is a plus.

What We're Looking For

Minimum Qualifications

• Proven experience as a Help Desk Technician or technical support professional
• Strong working knowledge of office automation tools, remote support tools, and IT systems
• Ability to diagnose and resolve technical issues efficiently
• Excellent communication and customer service skills
• Ability to remain professional and composed when troubleshooting issues
• Ability to work independently and complete assignments within established guidelines

Preferred Qualifications

• Degree in Computer Science or related field
• Certifications such as Microsoft, Linux, Cisco, or related technologies
• Experience with help desk software and remote desktop tools (e.g., osTicket)

Skills That Will Help You Succeed

Successful candidates will demonstrate:

• Strong analytical and troubleshooting skills
• Clear and professional communication with end users
• Excellent attention to detail
• Ability to prioritize and manage multiple support requests
• A collaborative approach when working with IT teams and other departments

What You'll Gain

• Hands-on experience with Microsoft 365 administration and enterprise IT systems
• Exposure to network security, system administration, and infrastructure
• Opportunities to expand your knowledge in cybersecurity and IT operations
• Experience working with modern IT tools including RMM platforms, backup systems, and security solutions
• A collaborative environment where your work directly impacts daily operations

Compensation

Competitive salary based on experience and qualifications.

Application Instructions

We are looking for someone who is dependable, eager to learn, and takes pride in solving problems while supporting others. To help us identify candidates who pay attention to detail, please include the phrase “IT Support Success” at the top of your application or in your cover letter when applying.