Tier 1 Technical Support

Job Summary
We are seeking a dedicated and knowledgeable Technical Support professional to join our team. In this role, you will provide exceptional support to our users, assisting them with technical issues related to software, hardware, and IT infrastructure. You will be responsible for diagnosing problems, guiding users through solutions, and ensuring a seamless experience with our systems. The ideal candidate will possess strong communication skills and a solid understanding of various operating systems.

Responsibilities

• Provide first-level support for technical issues via help desk channels.
• Troubleshoot and resolve issues related to Windows and Mac OS operating systems.
• Assist users with computer hardware problems and ensure proper functioning of IT infrastructure.
• Utilize ServiceNow for ticket management and documentation of support requests.
• Communicate effectively with users to understand their needs and provide timely solutions.
• Maintain knowledge of firewalls and security protocols to assist in troubleshooting network-related issues.
• Collaborate with IT teams to escalate complex issues as necessary.
• Conduct routine checks on computer management systems to ensure optimal performance.

Experience

• Proven experience in a technical support role or similar position.
• Strong understanding of operating systems (Windows and Mac OS) and computer hardware.
• Familiarity with help desk software, preferably ServiceNow.
• Knowledge of IT infrastructure components including firewalls is a plus.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Ability to work independently as well as part of a team in a fast-paced environment.

Join us in providing top-notch technical support while enhancing your skills in a dynamic work environment!

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Rochester, NY 14607 (Required)

Work Location: In person

Salary : $50,000 - $55,000