IT Specialist / Help Desk Technician | Rochester | Onsite

Sutherland•Rochester, NY

3d•Onsite

About The Position

Sutherland is hiring an IT Help Desk Specialist for its Rochester, New York office. The role provides customer support for the maintenance and repair of desktop, laptop, and mobile devices, and supports troubleshooting and maintenance of core infrastructure. The specialist also helps with the ramp-up and ramp-down of business and Service Delivery programs and supports relationships between IT and Service Delivery teams. The position maintains, analyzes, troubleshoots, repairs, documents, upgrades, and replaces computer hardware and software, peripherals, and mobile devices using Android, Apple, and Microsoft operating systems. It also supports user accounts, including permissions, security, user groups, and email accounts. The specialist serves as a contact for users and works with IT leadership, SMEs, Technical Communications Officers, Service Delivery, and other IT groups to provide support, resolve critical incidents, support program changes, and identify process improvements. Some corporate employee and remote support is included. The position must be performed onsite at the Rochester site, and open availability is requested.

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

Computer science or a related degree.
A+ certification.
Certifications or experience in SCCM, VMware, Active Directory, Exchange, Network+, imaging platforms, desktop or image engineering, project management, ITIL Foundation, scripting or batch files, and PowerShell.

Responsibilities

Provide customer support for maintenance and repair of desktop, laptop, and mobile devices.
Support troubleshooting and maintenance of core infrastructure.
Assist with ramp-up and ramp-down activities for new and existing business and Service Delivery programs.
Maintain, analyze, troubleshoot, and repair desktop and laptop systems, peripherals, and mobile devices running Android, Apple, and Microsoft operating systems.
Document, maintain, repair, upgrade, or replace laptop and desktop hardware and software.
Support and troubleshoot user account information, including rights, security, user groups, and email accounts.
Serve as a point of contact for users and deliver support and solutions in accordance with company policy, information security requirements, IT leadership guidance, and professional experience.
Work with SMEs, Technical Communications Officers, and IT groups on program build-out, ongoing support, critical incidents, and ramp-down activities.
Provide some support to corporate employees and remote users.
Coordinate with Service Delivery and IT team members on moving, adding, or changing Service Delivery programs.
Investigate process improvement opportunities.