Sr. IT Support Technician
About The Position
Overview: 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 NOC team, gaining valuable experience alongside experienced engineers. Location: Rochester, NY (In-office 5 days per week) Primary Focus - Internal Technology Support: 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 Secondary Focus - Internal NOC Team /Support tickets (When Internal Needs Met): 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 What Experience You Need: 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 Preferred Qualifications: AV equipment setup and troubleshooting experience Exposure to AWS or cloud technologies Basic scripting (PowerShell, Python, Bash) CompTIA A+, Network+, or similar certification Metrics for Success: 95%+ satisfaction rate on internal employee surveys All internal requests addressed within defined SLAs 100% uptime of office AV equipment and critical systems AWS Cloud Practitioner certification within 6 months Healthy ticket velocity across internal and external queues Growth Opportunities and Professional Development: Clear pathway to Support Engineer with increased client responsibilities Mentorship and AWS certification support Gradual exposure to infrastructure management and client environments Opportunity to specialize in cloud, networking, or security Work toward AWS Cloud Practitioner certification within 6 months Shadow senior engineers and participate in team knowledge sharing Additional Information: Occasional after-hours support and maintenance On-call rotation after training period (6+ months) The salary range provided is a general guideline. When extending an offer, Innovative considers factors including, but not limited to, the responsibilities of the specific role, market conditions, geographic location, as well as the candidateâs professional experience, key skills, and education/training
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
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
- Mentorship and AWS certification support
- Opportunity to specialize in cloud, networking, or security
- Shadow senior engineers and participate in team knowledge sharing
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
101-250 employees
