Sr. IT Support Technician 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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.