Service Desk Technician

Position Type: Contract | Term: 1 Year contract beginning 9/28/26 | Hours: 37.5 hours/week
Location: New York State / Hybrid or Remote with occasional in-person support and travel
You must be a US citizen or legally able to work in the US for the duration of the contract term. You must currently reside in NYS to apply. Please do not apply if you do not live in NYS.This is a W2 position ONLY. This role is ONSITE in Albany, NY

Pay Rate: $28-32/hr

Position Summary

We are seeking a Service Desk Technician to provide front-line technical support to end users across a statewide organization. This role will troubleshoot hardware, software, account access, mobile devices, audiovisual equipment, and enterprise applications while delivering responsive, customer-focused service.

The technician will support Microsoft 365, Windows, Salesforce, SharePoint, Webex, Jira, and other approved technologies; configure and deploy computers and mobile devices; maintain IT assets and loaner equipment; assist with webinars and conference room technology; and support users at multiple locations.

Key Responsibilities

• Provide technical support by phone, email, ticketing system, remote access, and in person.
• Troubleshoot Windows, Microsoft 365, hardware, software, networking, and account-access issues.
• Configure, image, deploy, and maintain laptops, desktops, thin/zero clients, Chromebooks, mobile devices, and peripherals.
• Support applications including Microsoft 365, Salesforce, SharePoint, Webex, Jira, and other enterprise platforms.
• Assist with webinars, virtual meetings, conference room AV equipment, and related technology.
• Manage user accounts, passwords, permissions, and access.
• Maintain accurate hardware/software inventories, loaner equipment, and licensing records.
• Support new-hire onboarding, equipment replacement, employee moves, and technology deployments.
• Coordinate with vendors and internal IT teams to resolve technical issues.
• Identify and appropriately escalate phishing, scams, and other security concerns.
• Provide end-user training and develop technical documentation as needed.
• Support users at multiple locations throughout New York State, including occasional travel.
• Research emerging technologies and assist with IT projects and initiatives.
• Perform other duties as assigned.

Required Qualifications

• Associate degree in Computer Science, Information Technology, Information Systems, or related field; or equivalent relevant experience.
• 3+ years of relevant experience may substitute for a degree.
• One or more relevant professional IT certifications is required.
• Acceptable certifications may include CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft certifications, ITIL, or other recognized industry certifications relevant to desktop support, service desk, networking, or information technology.
• Experience providing help desk, service desk, desktop, or end-user technical support.
• Working knowledge of Windows, Microsoft 365, Active Directory, and common desktop applications.
• Understanding of basic networking concepts, including IP addressing, DHCP, and DNS.
• Experience with computer imaging, hardware deployment, asset management, and mobile devices.
• Experience using a service desk/ticketing system.
• Strong troubleshooting, communication, organization, and customer-service skills.
• Ability to work independently and collaboratively.
• Ability to lift and move equipment weighing up to 50 pounds to desk height.

Preferred Experience

• PowerShell or other scripting experience.
• Experience with Salesforce, SharePoint, Webex, Jira, or virtual machine environments.
• Mobile-device management experience.
• Audiovisual/conference room technology support.
• End-user training and technical writing.
• Experience supporting remote or traveling employees.
• Experience working with technology vendors and software licensing.

Certification Requirement: Candidates must hold at least one current, recognized IT certification relevant to the position. Additional certifications and advanced technical credentials are preferred.