Sr. IT Support Technician

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)

What is this role responsible for:

• 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

(When Internal Needs Met): Internal NOC Team / Support Tickets

• 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

Additional Information:

• Occasional after-hours support and maintenance
• On-call rotation after training period (6+ months)