Service Desk Technician II

AP Professionals
August 3, 2022
Job Type
Work Hours
8:00AM - 5:00PM
Salary Lower Range
Salary Upper Range
Salary Option
Street Address
500 Linden Oaks
Rochester, NY


AP Professionals has partnered with an employee owned company that is looking to add a Service Desk Technician II to their growing Information Technology team! The Service Desk Technician will assist employees with technical assistance, perform troubleshooting, password resets, software installations, and much more. The Service Desk Technician will also be the technical project lead on projects and perform planning, implementation, and execution. Candidates who are bilingual in English and Spanish are highly encouraged to apply! A degree is not required for this role but would require 5-7 years of experience in replacement.

This position is a direct hire, full-time, hybrid position that offers fantastic benefits!

This position is not eligible for Visa sponsorship.


  • Be the first point of contact for clients and assist with technical support over the phone (10 calls max a day)
  • Help with password resets and account login issues (including Apple IDs).
  • Assist remote users with installing company approved software and drivers.
  • Provide assistance to remote users with printer troubleshooting and maintenance as well as enrolling smartphones into company MDM/EMM Solution.
  • Perform remote and in-person diagnosing/troubleshooting of general hardware issues.
  • Provide corporate office users with in-person level support.
  • Perform project management, implementation, and execution and special projects assigned by the Service Desk Supervisor and IT Manager.
  • Escalate and direct unresolved issues to the next level of support personnel through the ticketing system.
  • Document and capture work tasks and details in the IT ticketing system.


  • Associates or Bachelor’s degree in related computer science field or equivalent experience desired
  • A+, Net+, Security+, MCP or ITIL certifications a plus!


  • 3-7+ years of experience in an IT Service Desk Technician or other technical support role required.
  • Prior experience with software installations, hardware repairs and troubleshooting hardware/software issues associated with IT support required.
  • Proficient with Microsoft Office including Microsoft Project and Visio.

Knowledge, Skills, Abilities, and Other Characteristics

  • Have the ability to explain technical concepts to non-technical users with approach-ability and empathy.
  • Excellent communication, time management and organizational skills.
  • Strong problem-solving skills.
  • Proficient customer relationship skills with the ability to communicate professionally with all levels of an organization.
  • Able to gather customer requirements in hardware, software & systems.
  • Possess technology leadership skills and proficient service delivery.
  • Bi-lingual English/Spanish is a plus!
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