What are the responsibilities and job description for the Sr. IT Support Technician position at Innovative Solutions?
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 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
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 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
Growth Opportunities and Professional Development:
Clear pathway to Support Engineer with increased client responsibilities
Mentorship and AWS certification support
Gradual exposure to infrastructure management and client environments
Opportunity to specialize in cloud, networking, or security
Work toward AWS Cloud Practitioner certification within 6 months
Shadow 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