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)