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About the Role
Serve as an IT support resource and trusted technical authority for complex IT issues, taking ownership of escalated incidents, performing deep-dive troubleshooting, and root-cause analysis. Administer, support, and troubleshoot enterprise printing environments, provide advanced support for operating systems and Microsoft 365, configure and deploy mobile devices, collaborate with technical groups, and deliver white-glove customer service.
Responsibilities
- Take ownership of escalated incidents, performing deep-dive troubleshooting and root-cause analysis
- Administer, support, and troubleshoot enterprise printing environments, including network printers, printer queues, drivers, permissions, and print server/connectivity issues
- Provide advanced support for Windows and macOS operating systems, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Active Directory and Azure AD, Exchange and identity/access management services
- Configure, deploy, and support Android and iOS devices via MDM
- Collaborate with other technical groups
- Deliver white-glove customer service as a professional IT ambassador
- Participate in ITIL-aligned processes and service improvement initiatives
- Document complex solutions and known issues in the knowledge base
- Mentor junior analysts and contribute to service desk maturity
- Participate in phone queue and perform other duties as assigned
Requirements
- 2–5 years of professional IT Service Desk, Technical Support, or Help Desk experience
- Demonstrated Tier 2 troubleshooting and escalation ownership in an enterprise environment
- Hands-on experience supporting Windows and macOS
- Hands-on experience supporting iOS and Android devices
- Hands-on experience supporting Microsoft 365 service
- Working knowledge of basic network infrastructure (TCP/IP, VPN, wired/wireless networking)
- Experience administering and troubleshooting enterprise printing environments
- Proven ability to work independently with minimal supervision
- Strong communication skills with both technical and non-technical audiences
Skills
- Tier 2 Troubleshooting and Ownership
- Customer Service and Professional Judgment
- Enterprise Endpoint Support in a Hybrid Environment
- Foundational Network Awareness and Collaboration
- Windows and macOS support
- Enterprise printing administration
- Hardware troubleshooting
- General endpoint support (laptops, mobile devices, peripherals)
- Basic network concepts (TCP/IP, VPN, wired and wireless connectivity, name resolution)
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Active Directory and Azure AD
- Exchange and identity/access management services
- MDM (Mobile Device Management)
- ITIL-aligned processes
Location
- Rochester, NY
Work Type
- Contract
- Onsite
Experience Level
- 2-5 years
Salary/Compensations
- $20.00 - $24.00/hr
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
About the Company
- We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
- We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
Equal Opportunity
- The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
- Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
- It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
- We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.