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# Sr. IT Support Technician

- **Company:** Innovative Solutions
- **Location:** Rochester, NY, United States
- **Experience:** Expert
- **Salary:** $65,000.0 - $75,000.0
- **Contract:** Internship / Graduate position
- **Skills:** 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), Microsoft Office, Networking Basics, Windows PowerShell, Software Engineering, TCP/IP, Wi-Fi Technology, Scripting, Peripherals, Information Technology, Slack, Laptops, Zendesk, Servicenow
- **Published:** July 30, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4dd5a3dc5ca88633

## About the Role

* 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

## 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


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