IT Support Specialist

IT Support Specialist•Syracuse, NY

12h•Onsite

About The Position

Rapid Response Monitoring is seeking a service-oriented IT Support Specialist to serve as part of a 24x7 team maintaining 99.999% network and system uptime. Rapid Response Monitoring is a company driven by our tireless desire to protect lives and property by creating and leveraging the most cutting-edge technology possible. Supported by teams of experts in their respective fields, we provide best-in-class monitoring services for some of the biggest names in electronic and digital security, aging in place, and fire protection services. As an IT Support Specialist, you will provide technical assistance to the team members of Rapid Response with their hardware and software support requests. We are looking for an individual who can use their analytical and problem-solving skills while providing exceptional internal and external customer service.

Requirements

Minimum of two (2) year IT, Computer Science, Information Science, or related degree or equivalent Military Service
Ability to work in multiple systems concurrently while providing support services
Proficient computer skills (i.e., Word, Excel, Ticket Systems, Web Applications)
Many of our positions require an extra level of screening to obtain Department of Defense security clearance

Nice To Haves

Experience in the alarm industry, including panel setup, configuration, and signal management
Bachelor's degree in IT, Computer Science, Information Science, or a related field of study
Familiarity with PowerShell for automation and system management
Experience navigating and managing Linux servers
CompTIA A+ certification or equivalent foundational IT knowledge
Knowledge of Microsoft Active Directory and domain-joined infrastructure
Experience working with Microsoft Office 365 administration and support

Responsibilities

Function as the first-level contact for all Information Technology Help Desk issues received via Rapid Response’s Ticket System
Troubleshoot IT-related issues using best practices, internal tools, standard troubleshooting techniques, and external resources
Log all support requests in the ticket system and document all actions to include all follow up conversations, troubleshooting steps, and resolution
Upon escalation, work with Tier 2 support to learn further troubleshooting and resolution techniques
Recommend modifications to IT Support procedures to enhance the service provided by the department
Remain highly organized and detail oriented
Maintain a sense of urgency when completing tasks