Sr. IT Support Technician

Location: City of Rochester

Overview

Innovative is seeking an IT Support Specialist to provide technical support for internal operations. As the primary point of contact for employee technology needs, you will ensure seamless day‑to‑day operations and, when internal needs are met, provide Tier 1 support to the NOC team, gaining valuable experience alongside experienced engineers.

Location

Rochester, NY (In‑office 5 days per week)

Primary Focus – Internal Technology Support

• Serve as the 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 the 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, Service Now, 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 (Power Shell, 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.
• 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).

Salary

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 candidate’s professional experience, key skills, and education/training.

Recruitment Process

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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