Open Positions

Help Desk Technician

    • Job Tracking ID: 512951-656212
    • Job Location: Rochester, NY
    • Job Level: Mid Career (2+ years)
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Date Updated: November 02, 2018
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
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Job Description:

Help Desk Technician


DEPARTMENT: Content Management Solutions

REPORTS TO: Operations Manager

CLASSIFICATION: Full Time Non-Exempt

General Code is a leader in Content Management Solutions and Codification Services. Our highly trained staff determines optimal solutions and implementation, as well as provides support after installation. General Code offers challenging work in a diverse, flexible, supportive environment where an appropriate work-life balance is emphasized. The successful applicant for this position will demonstrate technical customer service expertise and a keen desire to have a meaningful impact in a values-based, team-oriented business environment.




The primary responsibility of the Help Desk Technician is to provide technical phone support to external clients of General Code’s Content Management applications. In addition to supporting customers by phone, this position may require occasional travel to install software, train end-users, assist with sales demos, and attend conferences and events.

The Help Desk Technician interacts both proactively and reactively with internal and external customers to provide information and technical support in response to inquiries. This individual utilizes in-depth knowledge of company products and software programs, and works across teams to access information in order to resolve concerns, thus ensuring a high quality positive customer service experience.





  • Answers questions and resolves problems for the end users via phone or Internet connection; occasional on-site visits
  • Performs remote installation and configuration of software prior to our Trainer arriving onsite
  • Works with Software Developers to report and resolve customer issues/software bugs
  • Maintains customer accounts and disposition of software enhancement requests
  • Documents both for troubleshooting and training purposes
  • Occasionally serves in a pre-sales role by assisting the Sales team with demos and/or needs assessments
  • Occasionally travels to customer sites for installation and training of application




Experience and Skills:



  • Two years’ experience providing end-user phone and web support for desktop and/or server applications, or equivalent experience installing, upgrading, troubleshooting and repairing personal computers, servers and related applications in a network environment
  • Understanding of Windows desktop OS and Server OS
  • Basic understanding of SQL (Structured Query Language)
  • Ability to develop solutions for clients and to articulate those clearly, both verbally and in written form
  • Strong verbal, written communication and presentation skills
  • Demonstrated ability to work collaboratively in a team environment


  • Demonstrated ability to manage multiple projects and tasks simultaneously
  • Organized thinking and excellent problem-solving skills with the ability to think "out of the box"
  • Self-motivated and able to work independently
  • Ability to communicate effectively with users at all skill levels
  • Personal values that match our corporate values
  • Willingness for occasional travel





  • The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; and use hands/fingers to handle or feel. Employee will occasionally lift up to 30 lbs.



***General Code is an Equal Opportunity Employer



General Code offers medical, dental, vision, FSA, HSA, life insurance, 401K, vacation, paid holidays, personal time and much more!

General Code  |  781 Elmgrove Road Rochester, New York 14624
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