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IT Service Desk Technician

Company: Elderwood Administrative Services
Location: Tonawanda
Posted on: September 10, 2021

Job Description:

Join Our Team: Are you looking to take the next step in your career? Overview:

Elderwood is looking several Service Desk Technicians to join our growing IT Team! 

Our Excellent, Competitive Compensation, and a Full Benefit Package includes:

  • Up and Coming downtown location with FREE PARKING!
  • Competitive wages and opportunities for advancement
  • Medical, Dental, Vision Insurance
  • Life insurance
  • 401(k) with matching
  • Paid Holidays
  • Generous Paid Time Off


The IT Service Desk Technician will serve as the first point of contact for customers seeking technical assistance over the phone or email. This individual will perform remote troubleshooting through diagnostic techniques and pertinent questions and determine the best solutions based on the issue and details provided by customers.

  • Serves as the first point of contact for customers seeking technical assistance over the phone or email.
  • Performs remote troubleshooting through diagnostic techniques and asking pertinent questions.
  • Determines the best solution(s) based on the issue and details provided by customers.
  • Educates and walks the customer through the problem-solving process.
  • Assesses when unresolved issues must be directed to the next level of support personnel and does so in a timely manner.
  • Provides accurate information on IT products or services.
  • Records/Tracks events, problems and resolutions in logs.
  • Follows-up and updates customer status and information in appropriate system(s).
  • Listens to and records feedback or suggestions by customers and communicates to the appropriate internal team.
  • Identifies and suggests possible improvements on procedures and protocols.
  • Liaises with company’s software suppliers for prompt rectification of any issues or emergencies.
  • Liaises with IT team members to assist with issue resolution.
  • Works efficiently in and contributes to cross-functional teams.
  • Attends staff meetings and completes required education.
  • Performs other duties as assigned by supervisor, management staff or Administrator.
  • Minimum of Associates degree in IT or related field OR equivalent experience
  • Technical savvy with working knowledge of office automation products and end user devices
  • Experience in the health care industry preferred
  • Technical certification (ex. A+) preferred
  • Current, valid driver license


Elderwood expects all current and new employees to be vaccinated against COVID-19. If hired, you will be required to provide proof of vaccination. Employees may request a medical exemption from vaccination.

Employee Perks!: 401K Retirement Plan with Company Match, Free On-Site Parking, Friendly and supportive staff, Generous PTO & holiday package, Life Insurance, Medical, Dental, and Vision insurance EOE Statement: WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

Keywords: Elderwood Administrative Services, Tonawanda , IT Service Desk Technician, Other , Tonawanda, New York

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