Job Description
Job Description
Entre Computer Services is Rochester's leading provider in technology services including Managed Services, IT Infrastructure Engineering & Architecture, Application Development, Hardware & Software Sales, and IT Outsourcing & Recruiting. Entre has been headquartered in Rochester, NY since 1984, and serves organizations both regionally and nationally. Entre is a family-oriented organization that provides great flexibility in professional growth, offers resources for individual success in a team environment, and recognizes the importance of work-life balance.
We are seeking a Help Desk Technician for our client who will troubleshoot common hardware, software, network, and account-access issues, document support requests, and escalate more complex problems to senior IT staff.
Key Responsibilities
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Provide Level 1 technical support by phone, email, chat, and/or in person.
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Troubleshoot common issues involving computers, laptops, monitors, printers, mobile devices, and peripherals.
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Assist users with Windows, Microsoft 365, email, and other business applications.
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Create, update, and close help desk tickets while maintaining accurate documentation.
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Assist with password resets, account unlocks, and basic user-access requests.
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Perform basic network troubleshooting, including connectivity and Wi-Fi issues.
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Install, configure, and update software and computer equipment.
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Set up workstations and equipment for new and existing employees.
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Follow established IT procedures and security policies.
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Escalate unresolved or complex technical issues to Level 2/Level 3 support.
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Maintain a professional, patient, and customer-service-oriented approach when assisting users.
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Contribute to IT documentation, knowledge-base articles, and troubleshooting guides.
Required Qualifications
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High school diploma or equivalent.
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Basic understanding of computer hardware, software, and networking concepts.
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Strong customer service and communication skills.
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Ability to troubleshoot problems logically and systematically.
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Comfortable learning new technologies and software.
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Ability to prioritize multiple support requests in a fast-paced environment.
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Strong attention to detail and organizational skills.
Preferred Qualifications
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CompTIA A , Network , or other relevant IT certification.
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Associate degree or coursework in Information Technology, Computer Science, or a related field.
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Experience with Microsoft 365, Active Directory, Windows 10/11, or common help desk/ticketing systems.
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Previous customer service, technical support, internship, or IT experience.