IT Tech Support Technician

Info Advantage Inc•Rochester, NY

1d•$45,000 - $55,000•Remote

About The Position

This role focuses primarily on remote end-user support, with additional responsibility for project work related to workstation deployments and managed services onboarding. The ideal candidate is customer-focused, organized, and comfortable working in a fast-paced managed services environment.

Requirements

1–3 years of experience in a helpdesk, service desk, or MSP environment.
Strong working knowledge of:
Windows 10/11
Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive, SharePoint)
Basic networking concepts (DNS, DHCP, VPNs)
Experience providing remote technical support.
Familiarity with ticketing systems and documentation best practices.
Strong customer service, communication, and time-management skills.

Nice To Haves

Experience working for a managed services provider (MSP).
Exposure to endpoint management tools (e.g., RMM, MDM, Intune).
Experience with workstation imaging or standardized deployments.
CompTIA A+, Network+, or Microsoft certifications (or willingness to obtain).
Basic understanding of cybersecurity best practices for end users.

Responsibilities

Provide Tier 1–2 remote technical support for client end users via phone, email, and remote access tools.
Troubleshoot and resolve issues related to Windows workstations, Microsoft 365, email, printers, VPNs, and common business applications.
Document incidents, requests, and resolutions accurately within the ticketing system.
Escalate complex issues appropriately while maintaining ownership and communication with the client.
Adhere to service level agreements (SLAs) and internal support procedures.
Assist with workstation setup, configuration, and deployment for new and existing clients.
Support managed services onboarding activities, including:
New user provisioning
Device enrollment and configuration
Software installation and standardization
Documentation of client environments
Work collaboratively with senior engineers and project leads to execute onboarding and workstation refresh projects.
Perform basic quality checks to ensure systems are configured according to Info Advantage standards.
Communicate clearly and professionally with clients of varying technical skill levels.
Provide timely updates and set realistic expectations with clients.
Contribute to internal documentation and knowledge base articles.
Identify recurring issues and suggest process or technical improvements.