Help Desk/Desktop Support Analyst

We are looking for a Help Desk/Desktop Support Analyst to support day-to-day IT service coordination and front-line technical assistance in Rochester, New York. This Contract to Permanent position is ideal for someone who thrives in a fast-paced environment, enjoys balancing customer support with scheduling and logistics, and takes pride in keeping service operations organized and responsive. The role combines dispatch coordination, basic troubleshooting, inventory oversight, and on-site administrative support to help ensure a high-quality experience for both clients and technicians.

Responsibilities:

• Coordinate daily technician schedules for remote support and on-site appointments, ensuring appropriate timing, travel allowances, and coverage for priority requests.
• Adjust assignments in real time when urgent incidents, schedule conflicts, or technician availability changes affect planned service delivery.
• Review upcoming visits to confirm required equipment, parts, and materials are prepared in advance to avoid delays in the field.
• Provide a detail-oriented on-site presence by greeting scheduled visitors, receiving deliveries, and directing items or requests to the appropriate internal teams.
• Track routine office and field supply inventory, identify shortages, and communicate replenishment needs before stock levels become disruptive.
• Perform initial client issue intake through service desk tickets and guide users through simple troubleshooting steps before escalating more complex problems.
• Support basic desktop and endpoint issue resolution involving Microsoft Windows environments and common connectivity concerns.
• Maintain accurate service coordination records and help keep support workflows organized to promote timely completion of requests.