IT Helpdesk Support at StoredTech – Queensbury, New York

About StoredTech

We strive to provide innovative solutions, exceptional service, and a relentless focus on client success. Our mission is to empower our clients to thrive in the digital world by delivering reliable, cutting-edge technology with a personal touch.

StoredTech is a fast-growing Managed Services Provider (MSP) delivering cutting-edge IT solutions that help businesses scale efficiently and securely. With a strong focus on client success, innovation, and reliability, we support organizations across multiple industries with managed IT, cloud services, cybersecurity, and digital transformation.

As a Level I Systems Engineer, you will play a key role in delivering high-quality technical support to our clients, ensuring their IT systems operate smoothly and efficiently. You will be responsible for diagnosing and resolving technical issues, providing timely and effective solutions, and delivering outstanding client delight! 

Key Responsibilities (Essential Functions)

• Provide technical support to clients via phone, email, and remote assistance tools. 

• Diagnose and resolve hardware, software, and network issues promptly and efficiently. 

• Delight the customer while supporting either from office or in-person/onsite. 

• Work closely with other engineers to ensure required dependencies are being met.  

• Demonstrate initiative, independent judgment and utilize established procedures to address client needs.  

• Escalate complex technical issues to appropriate teams or senior technicians for resolution. 

• Support, Install, configure, and maintain hardware and software systems. 

• Document all technical support interactions, solutions provided, and resolutions achieved. 

• Stay current with industry trends, technologies, and best practices. 

• Perform any additional job duties as requested by management to contribute to the overall success of the organization.  

• Perform other related duties as assigned to support team and company objectives.

Required Qualifications:

• Experience troubleshooting M365. 

• Strong knowledge of Windows operating systems. 

• Experience with troubleshooting hardware, software, and network issues. 

• A strong foundation in IT concepts, including hardware and software troubleshooting methodologies. 

• Ability to analyze and diagnose technical issues efficiently, employing critical thinking and logic to identify root causes and implement effective solutions. 

• Exceptional communication and interpersonal skills are crucial for effectively interacting with clients. 

• The ability to work collaboratively with other technical support specialists, engineers, and teams within the organization to share knowledge, escalate issues when necessary, and contribute to a positive team environment. 

• Strong documentation skills to accurately record all technical support interactions, solutions provided, and resolutions achieved. This ensures transparency, knowledge sharing, and continuity of support. 

Preferred:

• 1-3 years’ experience in a technical support role, preferably in a Managed Service Provider environment – preferred. 

• Familiarity with virtualization technologies (VMware, Hyper-V) and cloud computing platforms (AWS, Azure) is a plus. 

Work Environment & Physical Requirements

• Regularly communicates with clients and team members via phone, video, and in person.

• Performs computer-based work for extended periods; sits and/or stands for up to 8 hours per day, with flexibility to change positions.

• Moves within office and client environments to install, configure, and troubleshoot equipment.

• Lifts, carries, or assists with moving equipment weighing up to 50 pounds.

• Reaches, bends, crouches, and uses manual dexterity as required for technical support tasks.

• Occasional travel is required to client sites or StoredTech offices estimated 20%; - must have a valid driver’s license.

• Works in office, remote, and client-site settings, including technical work areas.

Work Schedule

• Standard schedule: Monday–Friday, 8:00 AM – 5:00 PM.

• Flexibility required for occasional extended hours and on-call availability may be required based on business needs.