Job Description

Job Title: IT Help Desk Software Technician

📍 Location: Smithtown, NY, Fully-in Office

🕒 Employment Type: Full-Time

💼 Department: Information Technology

About the Role

Are you passionate about solving technical challenges and helping others? Arrow is seeking a motivated and customer-focused IT Help Desk Software Technician to join our dynamic IT team. In this role, you'll be the first point of contact for software and network support issues, ensuring seamless technology experiences for our end-users.

You'll work with a variety of platforms and tools including Windows OS, Office 365, Adobe applications, and our in-house systems like Winteam. Your ability to troubleshoot effectively, communicate clearly, and provide excellent customer service will be key to your success.

Key Responsibilities

• Provide first-level technical support via phone, email, Teams chat, or in person.
• Troubleshoot and resolve software and network-related issues.
• Handle multiple support tickets while meeting SLAs and response deadlines.
• Escalate complex issues appropriately to internal teams or third-party vendors.
• Install, configure, and update software and peripherals.
• Perform system maintenance tasks including updates, patches, and antivirus checks.
• Document technical procedures and create user-friendly guides.
• Collaborate with IT team members on projects and system enhancements.
• Educate users on software use, best practices, and IT security basics.
• Stay up to date with emerging technologies and IT support best practices.

What You Bring

• Strong knowledge of Windows OS, Microsoft Office Suite, and Adobe applications.
• Proven ability to troubleshoot software and network issues.
• Excellent problem-solving and organizational skills.
• Strong written and verbal communication—especially with non-technical users.
• Experience using ticketing systems and remote support tools.
• Ability to manage multiple tasks in a fast-paced environment.
• Detail-oriented with a focus on documentation and knowledge-sharing.

Bonus Skills (Nice to Have)

• Familiarity with in-house programs such as:
• Winteam
• PerfectForm
• HHA Exchange
• Natural Forms
• Jot Forms

Growth Opportunities

At Arrow, we value long-term growth and development. This role offers future opportunities to expand into areas such as:

• Programming and application development
• System design and architecture
• Specialized training on third-party software platforms

Compensation Range: $65,000- $80,000 per year

Why Join Us?

We’re more than just a tech support team—we’re a collaborative group that values innovation, continuous learning, and making a real difference. Join us and be part of a company where your technical skills and ideas are not just valued—they’re essential to our success.

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