IT Support Specialist I – Travel

Bonadio•Rochester, NY

1d•Onsite

About The Position

The Bonadio Group is currently seeking an IT Support Specialist for their Enterprise IT team. The qualified candidate will work closely with the IT team to provide timely, accurate, and friendly deskside and telephone technical support to office users and the firm. This is an on-site position that requires travel to the Syracuse office once per week and additionally as needed. Further travel will be required to support firm deadlines and large new hire desk setups. The firm will pay for all required travel mileage and provide lodging for overnight stays.

Requirements

Associates degree in Computer Science, Information Technology, or equivalent
A minimum of two years of relevant experience
Must have a dynamic personality and be customer focused in thought process and troubleshooting methodologies
Familiarity with Windows 10 and Microsoft Office 365 (Outlook, Excel, Word and PowerPoint)
Ability to work evenings and weekends
Be able to work independently and within a team
Experience working with help desk ticketing software

Responsibilities

Create and maintain an atmosphere of customer service excellence.
Serve as the first point of contact for customers seeking technical assistance over the phone or email.
Perform live and remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Via live or phone, step the customer through the problem-solving process.
Escalate unresolved issues to the next level of support personnel.
Record events and problems and their resolution in ServiceNow.
Consistently close tickets within timeframes specified within SLA.
Additional responsibilities as assigned.
Travel to the Syracuse office once per week and additionally as needed is required.
Additional travel will be required to support firm deadlines and large new hire desk setups.