IT Specialist / Help Desk Technician | Rochester | Onsite

Sutherland•Rochester, NY

2d•Onsite

About The Position

Sutherland is hiring an IT Help Desk Specialist for its Rochester, New York office. The role provides customer support and service for the maintenance and repair of desktop, laptop, and mobile devices, and supports troubleshooting and maintenance of core infrastructure. The specialist assists with ramp activity for new and existing business and supports collaboration between IT and Service Delivery programs. The position maintains, analyzes, troubleshoots, repairs, documents, upgrades, and replaces computer hardware and software, including peripherals and Android, Apple, and Microsoft phones and tablets. It also supports user accounts, permissions, security, user groups, and email accounts. The specialist serves as a point of contact for users, applying company policy, information security guidance, IT leadership direction, and professional experience to provide solutions and a positive customer experience. The specialist works with subject-matter experts, Technical Communications Officers, IT groups, Service Delivery, and other IT team members on program build-out, ongoing support, critical incidents, ramp-down, and moves/adds/changes. Support may also include corporate employees and remote users. The role involves investigating process improvement opportunities and requires onsite work at the Rochester site and open availability.

Requirements

At least 1–2 years of practical experience supporting corporate technology infrastructure.
Working knowledge of DNS, DHCP, GPO, and network troubleshooting tools.
Able to work onsite at the Rochester site.
Open availability.

Nice To Haves

A computer science or related degree.
A+ certification.
Additional certifications or experience in SCCM, VMWare, Active Directory, Exchange, Network+, imaging platforms, desktop/image engineering, project management, ITIL Foundation, scripting/batch files, or PowerShell.

Responsibilities

Provide customer support for maintenance and repair of desktops, laptops, and mobile devices.
Support troubleshooting and maintenance of core infrastructure.
Assist with ramp activity for new and existing business and support relationships between IT and Service Delivery programs.
Maintain, analyze, troubleshoot, and repair desktop and laptop computer systems, peripherals, and mobile devices running Android, Apple, and Microsoft operating systems.
Document, maintain, repair, upgrade, or replace hardware and software for laptop and desktop systems.
Support and troubleshoot user account information, including rights, security, user groups, and email accounts.
Serve as a point of contact and deliver support and solutions to users while providing a positive customer experience.
Assist SMEs, Technical Communications Officers, and IT groups with program build-out, ongoing support, critical incidents, and ramp-down.
Provide some support to corporate employees and remote users.
Work with Service Delivery and IT team members on moves, adds, and changes to Service Delivery programs.
Investigate process improvement opportunities.