Job Description - IT Service Desk/Help Desk Support Specialist in Rochester
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IT Service Desk/Help Desk Support Specialist

Ref: US_EN_6_916327_1464040

Posted 6 days ago

Help Desk/IT Service Desk Support Specialist

As a member of the Service Desk, you will provide 1st and 2nd level Help Desk phone support for the customers.  In addition, Service Desk Analysts will:

  • Provide support to over 20,000 customers in a Help Desk capacity
  • Responding to tickets in ServiceNOW portal.
  • Assist with application and hardware questions, providing support for over 600 applications.
  • Responsible for clearly documenting issues called into the Help Desk, steps taken and resolution if possible.
  • Attempt first call resolution with every call answered
  • Flexible to work varied shifts to provide support to the team, based upon business needs.
  • Maintain exceptional customer service skills while providing support to our customers. 
  • Technical Skills:

  • Associate’s degree in related technical discipline, or equivalent combination of education and experience.
  • PC and Windows expertise, particularly Microsoft Office suite of products.
  • Basic understanding of LAN/WAN technologies.
  • Exceptional customer service skills, including outstanding oral and written communications and troubleshooting skills.
  • Advanced problem-solving abilities.
  • Previous Help Desk or call center experience preferred.
  • Mac OS knowledge a plus but not required.
  • Mon-Fri regular day shift. Need to be on-site to train (1st month approximately) and then remote work will be allowed but in a hybrid type model. Regularly re-evaluating

    **AAS degree + 1-2 years + hands on experience is the minimal requirement. In lieu of degree, must have at least 3-4 years hands on experience to be considered, but degree is the preferred.

    **Must possess a textable phone.

    **Must be sharp, present themselves very well with excellent communication skills, and have excellent troubleshooting skills and customer service skills and be a team player with a can-do attitude.

    If you are interested in this position, please contact Mike Keegan with Modis at 585-465-1236 and/or send Mike your resume at:


    Equal Opportunity Employer/Veterans/Disabled

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    The Company will consider qualified applicants with arrest and conviction records


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    Modis has over 100 offices in the United States, Canada and Europe. With both industry and location-specific expertise, our people know their area and their labor market and can find the right position for you.