Sr. IT Support Technician

Innovative Solutions

Rochester, NY, United States

13 days ago

Role details

Contract type

Internship / Graduate position

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

1 year minimum

Compensation

$65,000.0 - $75,000.0

Working hours

Regular working hours

Job source

www.indeed.com

Tech stack

Microsoft Windows Amazon Web Services Apple Mac Systems Bash Shell Software as a Service Cloud Computing Software Documentation Collaborative Software Dynamic Host Configuration Protocol Domain Name System (DNS) Issue Tracking Systems Python (Programming Language)

+13 more

Microsoft Office Networking Basics Windows PowerShell Software Engineering TCP/IP Wi-Fi Technology Scripting Peripherals Information Technology Slack Laptops Zendesk Servicenow

Job description

Innovative is seeking an IT Support Specialist to provide technical support for our internal operations. As the primary point of contact for employee technology needs, you’ll ensure seamless day-to-day operations. When internal needs are met, you’ll provide Tier 1 support to NOC team, gaining valuable experience alongside experienced engineers., * Serve as first point of contact for all employee technology requests via helpdesk

Deploy and maintain Windows/Mac workstations, mobile devices, and peripherals
Troubleshoot hardware and software issues with hands-on desk-side support
Administer SaaS applications (Office 365, Slack, collaboration tools)
Manage and support all printers, copiers, scanners, and AV equipment
Support onboarding/offboarding processes and maintain system documentation
Proactively monitor and address potential issues before they impact employees

(When Internal Needs Met): Internal NOC Team / Support Tickets

Provide Tier 1 support for managed service team (password resets, basic troubleshooting)
Assist with routine client monitoring and maintenance under guidance of Senior Engineers
Escalate complex issues appropriately and document resolutions, Metrics for Success:
95%+ satisfaction rate on internal employee surveys
All internal requests addressed within defined SLAs
100% uptime of office AV equipment and critical systems
AWS Cloud Practitioner certification within 6 months
Healthy ticket velocity across internal and external queues

Requirements

1-3 years IT experience in end-user support (internships/coursework may be considered)
Associate’s Degree in Computer Science, IT, or related field preferred
Proficiency with both Windows and Mac OS administration
Office 365 administration experience
Hardware troubleshooting skills (laptops, printers, mobile devices, AV equipment)
Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi)
Experience with ticketing systems (Autotask, ServiceNow, Zendesk, or similar)
Strong customer service and communication skills
Valid driver’s license, * AV equipment setup and troubleshooting experience
Exposure to AWS or cloud technologies
Basic scripting (PowerShell, Python, Bash)
CompTIA A+, Network+, or similar certification