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 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 sc...