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IT Support Technician Level 1

Info Advantage Inc

Rochester, NY

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JOB DETAILS
SKILLS
Best Practices, Communication Skills, CompTIA A+, CompTIA Network+, Computer Workstations, Customer Experience, Customer Relations, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Documentation, Health Insurance, Help Desk, Identify Issues, Internet Security, Knowledge Base, Manufacturing Data Management, Microsoft Certifications, Microsoft Exchange Server, Microsoft Outlook, Microsoft SharePoint, Microsoft Windows Operating System, Onboarding, Organizational Skills, Process Improvement, Remote Access, Service Level Agreement (SLA), Software Installation, Systems Administration/Management, Technical Support, Time Management, Training/Teaching, VPN (Virtual Private Network)
LOCATION
Rochester, NY
POSTED
30+ days ago
Benefits:
  • 401(k)
  • 401(k) matching
  • Health insurance
  • Paid time off
  • Training & development

IT Support Technician Level 1:


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.


Key Responsibilities


Remote Support & Service Desk


  • 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.

Project & Onboarding Support


  • 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.
Client Experience & Internal Collaboration


  • 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.
Required Qualifications


  • 1–3 years of experience in a helpdesk, service desk, or MSP environment.
  • Strong working knowledge of:
    • Windows 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.
Preferred Qualifications


  • 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.


About the Company

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Info Advantage Inc

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