Sr. IT Support Technician
Innovative Solutions•Rochester, NY
•Onsite
About The Position
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 the NOC team, gaining valuable experience alongside experienced engineers. This is an in-office role located in Rochester, NY, requiring 5 days per week on-site.
Requirements
- 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
Nice To Haves
- AV equipment setup and troubleshooting experience
- Exposure to AWS or cloud technologies
- Basic scripting (PowerShell, Python, Bash)
- CompTIA A+, Network+, or similar certification
- AWS Cloud Practitioner certification within 6 months
Responsibilities
- 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
- 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
Benefits
- On-call rotation after training period (6+ months)
- Occasional after-hours support and maintenance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
