IT Help Desk Technician Job at Info Advantage Inc, Rochester, NY

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  • Info Advantage Inc
  • Rochester, NY

Job Description

Job Description

Job Description

Benefits:

  • 401(k)
  • 401(k) matching
  • Bonus based on performance
  • Competitive salary
  • Health insurance
  • Paid time off
  • Training & development
About Us:
Info Advantage is a leading managed services provider committed to delivering exceptional IT solutions and support to our diverse client base. We leverage advanced tools and technologies to ensure seamless IT operations for our clients.

Job Overview: We are seeking a skilled and customer-focused Help Desk Support Technician to join our team. The ideal candidate will have experience with core applications such as ConnectWise PSA and Datto RMM, and will be responsible for delivering high-quality technical support and resolving issues efficiently.

Key Responsibilities:
  • Provide first-line support to clients via phone, email, and ticketing systems using ConnectWise PSA.
  • Troubleshoot and resolve hardware, software, and network issues for end-users.
  • Monitor and manage IT infrastructure using Datto RMM to ensure optimal performance and uptime.
  • Document and track incidents, service requests, and resolutions in ConnectWise PSA.
  • Escalate complex issues to higher-level technical teams as needed.
  • Maintain knowledge of current technology trends and best practices to provide effective support.
  • Collaborate with team members to enhance service delivery and improve support processes.
Qualifications:
  • Proven experience in a help desk or technical support role.
  • Familiarity with ConnectWise PSA and Datto RMM is highly preferred.
  • Strong troubleshooting skills and ability to diagnose technical issues.
  • Excellent communication and customer service skills.
  • Ability to work independently and as part of a team.
  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
Benefits:
  • Competitive salary
  • Health, dental, and vision insurance
  • Paid time off and holidays
  • Opportunities for professional growth and development
te

Flexible work from home options available.

Job Tags

Holiday work, Work from home, Flexible hours,

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