Help Desk Technician I

Eagleview is a leading provider of aerial imagery, property insights and software that transforms the way people work. Eagleview holds more than 300 patents and owns a large geospatial data and imagery library encompassing 94 percent of the US population. Eagleview provides the most accurate data, enabling customers in the government, construction, solar and insurance industries to make timely, informed and better decisions.

The Help Desk Technician I in the ITSM department supports the infrastructure, stability, and maintenance of our company and ensures the smooth operation of the processes supporting these efforts.

This is a full-time onsite role based out of our Rochester, NY office, with hourly compensation ranging from $18.51/hr to $24.00/hr.

• Fundamental understanding of Windows OS and networking basics.
• Knowledge of configuring multi-function devices in the office.
• Assists with the development of user policies and processes.
• Software deployment to end users.
• New user creation.
• New hire equipment imaging and distribution.
• User account unlocks/password resets.
• Level 1 Hardware/Software repair & troubleshooting capabilities.
• Support of conference room A/V equipment including video conferencing.
• Troubleshooting client-side network issues including VPN.
• Mobile device assistance.
• Ability to assist remote users using various forms of remote assistance technology.
• New phone deployment, Level 1 troubleshooting.
• Distribution List membership maintenance.
• Monitoring of the IT support line to ensure any messages are answered in a timely fashion.
• Follow strict helpdesk SLA’s to ensure a positive experience for the end user when interacting with IT department.
• Friendly demeanor and understanding nature towards the issues of others.
• Able to relay information to non-technological people in a manner they can understand.
• Able to work with equipment weighing up to 60 pounds.
• Other duties as assigned.

• Minimum 2-3 years of relevant hands-on experience required. 
• High School Diploma or equivalent 
• 4-5 days working from office is mandatory and emergency wfh options. 
• Ability to work in a fast-paced enterprise environment. 

Preferred Experience:

• At least one year of experience in a technology based, customer centric environment
• Excellent knowledge and usage of Windows 10, 11, Mac Operating Systems. Knowledge of Microsoft Office 365.
• Basic knowledge on Active directory.
• Ability to support iPhone, Android or other Smartphones
• Familiarity on any Helpdesk ticketing system would be an added advantage.

Core Competencies:
The successful candidate will demonstrate strength in the following competencies as well as foundational competencies which can be found here :

• Drive & Follow Through – Takes initiative and turns ideas into action.
• Adaptability in Uncertainty – Adjusts quickly and performs through change.
• Customer-Centered Mindset – Puts customer needs at the center of decisions.
• Judgment & Problem Solving – Makes sound decisions and solves problems effectively.
• Role-Specific Expertise – Applies strong functional expertise to deliver results.
• Results Accountability – Owns outcomes and delivers on commitments.
• Work Prioritization & Execution – Focuses on priorities and delivers on time.

This job description is not an exclusive or exhaustive list of all job functions that a workforce member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.

The compensation offered to the successful candidate will be based on a variety of factors, including but not limited to, the candidate’s work experience, education and licenses, work-related training, key skills, the core duties of the role and its associated responsibilities, additional benefits offered, and the location where the work will be performed. All Fulltime (30+ hours) employees are eligible for PTO, Sick, and Parental Leave; Medical, Dental, and Vision Insurance; 401(k) Plan; Health Savings Account; Life Insurance; Employee Assistance Program; Pet Insurance. This is a full-time role based out of our Rochester, NY office, with hourly compensation ranging from $18.51/hr to $24.00/hr.

As an Equal Opportunity and E-Verify Employer, Eagleview Technologies does not discriminate on the basis of any legally protected status or characteristic. Protected veterans and individuals with disabilities are encouraged to apply. We are committed to giving all applicants equal opportunity to participate in the application process and are open to discussing reasonable accommodations for candidates with disabilities.