Job Description

Title: Helpdesk Level 1

Location: Syracuse, NY

Job Type: Regular Full-Time

What's the Opportunity?

This exciting and fast-moving position offers exposure to many different technologies in a corporate IT setting. The Helpdesk Technician's primary responsibility will be to claim helpdesk tickets from internal staff at a company of almost 500 staff nationwide as they are entered into our system and perform any work needed to resolve the issue(s) therein. The candidate will be responsible for managing their own ticket queue in addition to responding to user support tickets via email, instant messaging, phone calls, and in-person visits.

Helpdesk tickets will include troubleshooting hardware and software issues, cloud and on-premise based services, Active Directory requests, common computer problems, and more. The right candidate must show that they can multi-task, manage their time efficiently, effectively communicate verbally and in written form, and be able to use technical, intuitive, and analytical skills to troubleshoot. Note taking and documentation in an essential part of this position.

This position uses a broad set of technical skills and experience and provides the right candidate with an opportunity to grow. The Helpdesk Technician is expected to work 8:00am - 5:00pm EST. This position will be filled in our Syracuse, NY office. This position is a mix between on-site/in-office and remote work.

Please note, relocation expenses are not provided for this position.

Responsibilities:

A successful candidate will possess 1-2 years of professional IT helpdesk experience . Candidates should take pride in always providing friendly and exemplary customer service. Heavy lifting and/or traveling to remote offices may be requested.

Experience in the following would be helpful to have for this position: supporting a mid-to-large company, working with a helpdesk ticketing system, the ability to write clear and concise documentation, imaging computers, and hands-on experience building computers.

Anchor QEA uses Enterprise-based services including but not limited to:

• Microsoft Office 365 Suite of applications
• Microsoft Intune
• SharePoint & SharePoint Online
• Active Directory
• Cisco WebEx & Microsoft Teams
• Microsoft Windows Server 2016 services (including File Sharing, DNS, DHCP, Print services, etc)
• FortiClient VPN

Using and supporting the applications and services listed above is important for this position. Any experience you have should be noted in your application materials. For our ticking system we use Autotask in tandem with IT Glue for documentation.

Ideal candidates must be comfortable in a busy fast-paced environment, escalating tickets, and working with a team to resolve complex issues. Creating documentation for our internal knowledgebase as well as in each ticket is required. Strong customer service is also required (phone, in-person, email).

What Are We Looking For?

Ideal candidates will have the following:

• Bachelor's Degree preferred
• 1-2 years of experience working on a helpdesk
• Pertinent IT Certifications helpful (A+, etc)

What Can You Expect?

A collaborative work environment where we encourage everyone to bring their authentic self. We offer competitive compensation and benefits. Benefits detailed below.

Who Are We?

Anchor QEA is an environmental science and engineering consulting firm that is focused on improving the environment and our communities by solving challenging problems. We employ more than 400 people in offices around the United States. Our vision is for a growing company that is our clients' first choice for solving their most challenging problems and our employees' first choice as a company where they want to work. Learn more about Anchor QEA at

How to Apply?

Apply online through Anchor QEA's Open Positions page at Veterans are encouraged to apply.

Additional Information

We work hard to embrace diversity and inclusion. As an equal opportunity employer, Anchor QEA is committed to a diverse, multi-cultural work environment. Anchor QEA does not discriminate in employment based on age, race, creed, gender, religion, marital status, veteran's status, national origin, disability or sexual orientation.

Salary and Other Compensation:

• Salary Range: $50,000 - $55,000 annually
• Annual Bonus
• Other potential bonus types: Billable Time Bonus, Spot Bonus, Milestone Anniversary Bonus, Receiving Professional License/Certification Bonus, Peer-reviewed Publication Bonus, Employee Referral Bonus.

Base Level Benefits for Regular Full-Time Positions:

• Healthcare: Medical, dental, vision, basic life and AD&D insurance, short- and long-term disability programs.
• Paid Company and Floating Holidays: 7 paid company and 2 floating holidays annually
• Vacation: 2 weeks accrued paid vacation based on length of service. Vacation may vary by level.
• Sick and Safe Time: 80 hours annually
• Retirement Plan: 401k plan with an employer match
• Further information on benefits:

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