Reports to: General Manager
Location: Onsite in Rochester but assist with multiple locations
Cirona Labs is seeking a dependable, customer-oriented IT Support - Help Desk Technician to serve as the first point of contact for internal technical issues across multiple sites. This role supports employees by troubleshooting and resolving hardware, software, and network concerns, and ensuring systems remain secure, up-to-date, and fully functional. The ideal candidate is resourceful, empathetic, and skilled in providing high-quality IT support.
Respond to employee IT support requests via phone, email, chat, or ticketing system, providing timely and courteous assistance.
Troubleshoot and resolve technical issues related to hardware, software, VPN, LAN/Wi-Fi, and cloud systems.
Set up and configure computers, printers, and software for new and existing employees, including onboarding support and user account management.
Escalate unresolved issues to third-party IT vendors or internal teams and follow up to ensure resolution.
Conduct routine maintenance: software updates, patches, diagnostics, cleaning, and performance checks.
Document issues and resolutions accurately and maintain user-facing communication throughout the support process.
Promote security best practices, including password safety, device usage protocols, and handling of sensitive data.
Support special projects and collaborate cross-functionally on IT initiatives and system improvements.
Associate's degree or relevant certification (e.g., CompTIA A+, Network+) preferred.
1-2 years in a help desk or IT support technician role.
Solid understanding of Windows/Mac OS, Microsoft Office Suite, and business applications.
Basic networking knowledge and troubleshooting experience.
Clear, friendly communication skills with an ability to explain technical concepts to non-technical users.
Strong problem-solving, organizational, and documentation skills.
Flexibility to work in a fast-paced, collaborative, and occasionally high-pressure environment.
Exposure to typical manufacturing conditions (dust, noise, varying temperatures); PPE is provided.
Must be able to lift up to 50 lbs and perform physical tasks including sitting, standing, reaching, kneeling, and crawling.
Regular use of computers and communication tools in a team-focused environment.
Cirona Labs is an Equal Opportunity Employer and complies with all applicable regulations, including ADA requirements.