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Bonadio Group, The Helpdesk Support Technician in Pittsford, New York

We have a tremendous opportunity for an IT Help-desk Support Technician in our Rochester, NY office with weekly travel to the Buffalo, NY office. A qualified candidate would work closely with the IT team to provide timely, accurate and friendly technical support to the firm. This role requires the ability to continually learn and use new skills, to work in a high-paced, changeable client-service environment, and to create raving fans of our internal clients by asking the right questions, being effective communicators, and providing responsive and effective solutions.

  • Provide technical assistance for incoming calls to the Help Desk via ticketing system, phone, email & walk-in

  • Provide support for hardware and software issues over the phone and in person

  • Utilize call tracking software to track and manage work done

  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

  • Install computer peripherals for users

  • Performs general maintenance tasks and resolves less complex problems immediately, while more complex issues are identified to a higher level of support

  • Provides after hours and weekend support and must be able to work on Saturdays if required

  • Support iPhones, iPads, and Android devices

  • Setup and configure computers and equipment for employees

  • Help manage and track computer inventory

  • Setup projectors and connect and troubleshoot video conference meetings

  • Other duties will be assigned based on abilities

  • Preferred Associates Degree in Information Technology field and/or CompTia A+ certification, or relevant experience

  • Preferred an industry recognized Help Desk Certification (ITIL, HDI) and/or help desk environment experience

  • Must be willing to travel to our Buffalo location 2-3 days per week.

  • Excellent customer service skills

  • Excellent verbal and written communication skills

  • Ability to work independently and as part of a team

  • Knowledgeable and experience in installing and troubleshooting software and computer hardware

  • Knowledge of the cloud based technologies, Microsoft Office, and Microsoft Windows

  • Ability to complete multiple simultaneous tasks and projects in a timely manner

  • Comfortable working under pressure and in a fast paced environment

  • Must be able to lift at least 50 pounds


  • Our office hours are 8:00 a.m. to 5:00 p.m.

  • Our summer hours are 8:00 a.m. to 5:00 p.m. Monday through Thursday, and 8:00 a.m. to noon on Friday.

  • The ability to work additional hours during busy season is critical, including Saturday's, but the rest of the year, flexibility is key.

In the fast-changing accounting industry, The Bonadio Group is always on the cutting edge of growth and innovation. Top-rated employee policies keep our workforce energized and advancing, and because of our many teams and specialty services, we offer more paths to partnership, including non-traditional arrangements. Add to that our robust training and mentoring programs, and the opportunities for growth really add up. Truly, at Bonadio, your trajectory is limitless. We are the nation’s 38th largest CPA and consulting firm, and the biggest in Upstate New York. Get on board, grow with us, and find your path to partnership. Apply today!

We are an Equal Opportunity/Affirmative Action Employer

ID: 2019-2051

External Company Name: Bonadio Group, The

External Company URL:

Street: 171 Sully's Trail

Telecommute: Yes