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)