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About the Role

Provide technical support for internal operations, serving as the primary point of contact for employee technology needs to ensure seamless day-to-day operations. Gain valuable experience by providing Tier 1 support to the NOC team when internal needs are met.

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

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

Skills

• Windows OS administration
• Mac OS administration
• Office 365 administration
• Hardware troubleshooting
• Basic networking
• Ticketing systems
• Customer service
• Communication skills
• AV equipment setup and troubleshooting
• AWS
• Cloud technologies
• Basic scripting (PowerShell, Python, Bash)
• CompTIA A+
• CompTIA Network+

Location

• Rochester, NY

Work Type

• In-office
• Full-time

Experience Level

• 1-3 years

Education Level

• Associate's Degree

Salary/Compensations

• $65,000 - $75,000

About the Company

• 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 when extending an offer.