Top 58 Help desk Jobs in Rochester Ny

IT Support Analyst
Confidential —Rochester, NY
- $25 - $33 an hour
- Full-time
- Mid-level
- 3 years
- Continuous improvement
- Health insurance
- Dental insurance
Quick Apply
Client Support Specialist
O'Connell Electric Company —Victor, NY
- $24 - $27 an hour
- Microsoft Outlook
- Office
- Travel
Quick Apply
In-Home Sales & Tech Support (Full-Time)
Asurion —Rochester, NY
- $21 an hour
- Weekends as needed
- Office
- Residential
- Driver's License
- Paid training
- Mileage reimbursement
2d
Construction Software Specialist
DAVRON LLC —Rochester, NY
- $65,000 - $80,000 an hour
- Full-time
- Engineering
- Mid-level
- Office
- Health insurance
- Dental insurance
Quick Apply
2d
IT HELPDESK TECHNICIAN
ANTHONY L JORDAN HEALTH CORPORATION —Rochester, NY
- $21.55 - $22.76 an hour
- Full-time
- Windows
- High school diploma or GED
- Entry level
- Health insurance
- Dental insurance
Quick Apply
IT Helpdesk Technician
Acura of Rochester —Rochester, NY
- $40,000 - $60,000 a year
- Urgently hiring
- Computer science
- Microsoft Outlook
- Computer Science
IT Helpdesk Technician
Garber Honda —Rochester, NY
- $40,000 - $60,000 a year
- Urgently hiring
- Computer science
- Microsoft Outlook
- Computer Science
IT Helpdesk Technician
Porsche Audi Rochester —Rochester, NY
- $40,000 - $60,000 a year
- Urgently hiring
- Computer science
- Microsoft Outlook
- Computer Science
Customer Tech Suppt Tech I
University of Rochester —Brighton, NY
- $19.96 - $27.94 an hour
- Weekends as needed
- Mid-level
- Office
- High school diploma or GED
13d
Customer Tech Suppt Tech II
University of Rochester —Rochester, NY
- $23.06 - $32.29 an hour
- Weekends as needed
- Mid-level
- High school diploma or GED
- Travel
IT Customer Service
L3Harris Technologies —Rochester, NY
- $52,500 - $97,500 a year
- Mid-level
- Windows
- Bachelor's degree
- Paid holidays
- Disability insurance
Supervisor - Technology Helpdesk
Hillside Children’s Center —Rochester, NY
- $62,500 - $90,000 a year
- Weekends as needed
- Background check
- Computer science
- Clean driving record
- Health insurance
- Dental insurance
Quick Apply
IT Support Analyst
N2 Services Pvt Ltd —Rochester, NY
- $20 - $22 an hour
- Contract
- Microsoft Office
- AWS
- Entry level
Quick Apply
Supervisor, Service Desk
University of Rochester —Brighton, NY
- $63,815 - $95,723 a year
- Full-time
- Mid-level
- Office
- Windows
3d
IT Service Desk Supervisor
Magnetic Technologies Corporation —Rochester, NY
- $80,000 - $105,000 a year
- Full-time
- Computer science
- Computer Science
- Mid-level
Quick Apply
Help Desk Administrator -
LiDestri Foods, Inc. —Fairport, NY
- $28.37 - $31.30 an hour
- Full-time
- Up to 50% travel
- Mid-level
- 3 years
- Health savings account
- Disability insurance
Quick Apply
Regional Operations Center Specialist
Spectrum —Rochester, NY
- $20.00 - $29.15 an hour
- Weekends as needed
- Mid-level
- Residential
- 1 year
- Opportunities for advancement
IT Support Technician Level 1
Info Advantage Inc —Rochester, NY
- $45,000 - $55,000 a year
- Full-time
- Microsoft Outlook
- Mid-level
- Windows
- Health insurance
- 401(k)
Quick Apply
National Field Support Representative
Spectrum —Rochester, NY
- $20.00 - $27.80 an hour
- Weekends as needed
- Computer literacy
- Mid-level
- Residential
- Opportunities for advancement
Help Desk Technician I - Rochester, NY
Customer Engineering Services —Rochester, NY
- $17 - $18 an hour
- Computer literacy
- High school diploma or GED
- 1 year
- Health insurance
- 401(k) matching
Quick Apply
14d

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help desk jobs near rochester ny

IT Support Analyst

Confidential
Rochester, NY

Quick Apply

Job Details

Full-time
$25 - $33 an hour

Benefits

Health insurance
Dental insurance
401(k)
Tuition reimbursement
Paid time off
Vision insurance
401(k) matching
Life insurance
Retirement plan

Qualifications

IT service management
Computer hardware
Desktop (troubleshooting support)
Staff training
Customer support ticket management
Root cause analysis
Associate's degree
IT department experience
Ticketing system technical support

Full Job Description

Position Summary

The IT Support Analyst II delivers Tier 2 technical support for end users and business systems, serving as an escalation resource for complex issues and contributing to the stability and efficiency of IT operations. Beyond resolving incidents, this role plays an active part in reducing backlog, strengthening documentation, and driving continuous service improvements.

Working independently on moderately complex technical challenges, the IT Support Analyst II mentors Tier 1 staff, supports process enhancement efforts, and helps improve overall support quality. This position also maintains the computing environment through software deployments, updates, and patches to ensure performance, reliability, and security.

Essential Duties & Responsibilities Technical Support & Escalations

Resolve Tier 2 incidents and service requests across endpoints, identity systems, SaaS applications, and business platforms.
Maintain and support end‑user hardware including printers and wireless devices to ensure reliable performance.
Serve as an escalation point for IT Support Analyst I issues.
Ensure all tickets meet documentation, categorization, and resolution quality standards.
Monitor work queues and assist in meeting SLA/SLO commitments.
Participate in major incident response and post‑incident reviews as needed.

Operational Excellence & Continuous Improvement

Help reduce ticket backlog by identifying recurring issues, aging items, and inefficient workflows.
Review support metrics such as first response time, MTTR, aging tickets, and reopen rates.
Provide feedback to leadership on process improvement opportunities.
Identify cases appropriate for automation or end‑user self‑service.
Conduct root‑cause analysis for recurring problems and document findings.
Recommend long‑term corrective actions to prevent repeat incidents.
Collaborate with infrastructure, application, and security teams on systemic issues.
Participate in change reviews when incidents relate to change activity.

Knowledge Management & Training

Create and maintain knowledge base articles for known issues and standard procedures.
Ensure documentation is accurate, consistent, and usable by Tier 1 or end users.
Assist in training and supporting Tier 1 analysts.
Promote adoption of self‑service tools and resources where appropriate.

Additional Responsibilities

Participate in after‑hours support and on‑call rotations as required.
Ability to travel to other company sites as needed.
Model company values to support a positive and aligned team culture.
Perform other duties as assigned.

Required Knowledge, Skills, and Abilities

Strong customer service skills with a focus on delivering a positive end‑user experience
Ability to recognize trends across multiple tickets and identify opportunities for process or service improvement
Experience contributing to support quality through clear documentation and constructive feedback
Demonstrated ability to work independently with minimal direction

Education and Experience

Required

Associate’s degree or equivalent practical experience
3–5 years of hands‑on IT support experience
Proven background in Tier 2 troubleshooting and issue resolution
Experience working in a ticket‑driven environment with service level expectations

Preferred

Familiarity with Microsoft 365 and cloud identity platforms
Foundational understanding of ITIL principles
Experience developing knowledge base content or contributing to process improvement initiatives

Pay: $25.00 - $33.00 per hour

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Retirement plan
Tuition reimbursement
Vision insurance

Work Location: In person

Quick Apply

Refine Your Search

help desk jobs in rochester ny

IT Support Analyst

Client Support Specialist

In-Home Sales & Tech Support (Full-Time)

Construction Software Specialist

IT HELPDESK TECHNICIAN

IT Helpdesk Technician

IT Helpdesk Technician

IT Helpdesk Technician

Customer Tech Suppt Tech I

Customer Tech Suppt Tech II

IT Customer Service

Supervisor - Technology Helpdesk

IT Support Analyst

Supervisor, Service Desk

IT Service Desk Supervisor

Help Desk Administrator -

Regional Operations Center Specialist

IT Support Technician Level 1

National Field Support Representative

Help Desk Technician I - Rochester, NY

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