Sr. IT Support Technician

Overview: 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)
Primary Focus - Internal Technology Support:Serve as first point of contact for all employee technology requests via helpdeskDeploy and maintain Windows/Mac workstations, mobile devices, and peripheralsTroubleshoot hardware and software issues with hands-on desk-side supportAdminister SaaS applications (Office 365, Slack, collaboration tools)Manage and support all printers, copiers, scanners, and AV equipmentSupport onboarding/offboarding processes and maintain system documentationProactively monitor and address potential issues before they impact employees Secondary Focus - Internal NOC Team /Support tickets (When Internal Needs Met):Provide Tier 1 support for managed service team (password resets, basic troubleshooting)Assist with routine client monitoring and maintenance under guidance of Senior EngineersEscalate 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 preferredProficiency with both Windows and Mac OS administrationOffice 365 administration experienceHardware 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 skillsValid driver's license
Preferred Qualifications:AV equipment setup and troubleshooting experienceExposure to AWS or cloud technologiesBasic scripting (PowerShell, Python, Bash)CompTIA A+, Network+, or similar certification
Metrics for Success:95%+ satisfaction rate on internal employee surveysAll internal requests addressed within defined SLAs100% uptime of office AV equipment and critical systemsAWS Cloud Practitioner certification within 6 monthsHealthy ticket velocity across internal and external queues
Growth Opportunities and Professional Development:Clear pathway to Support Engineer with increased client responsibilitiesMentorship and AWS certification supportGradual exposure to infrastructure management and client environmentsOpportunity to specialize in cloud, networking, or securityWork toward AWS Cloud Practitioner certification within 6 monthsShadow senior engineers and participate in team knowledge sharing

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


The salary range provided is a general guideline. When extending an offer, 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