IT Support Specialist (On-Site, Rochester)

Job Description

Please no 3rd parties or C2C.
Must be a US Permanent Resident or Citizen.
We are unable to sponsor currently.

Job Title: IT Support Specialist
Location: Rochester, NY (On-site)
Job Type: Full-time, direct hire
Pay Rate: $18.00–$28.00/hr depending on experience

About the Role

We are recruiting for an IT Support Specialist to join a company in Rochester, NY. This is an excellent opportunity for an early-career IT professional who enjoys hands-on troubleshooting, working with different technologies, and helping customers resolve technical challenges.

This is primarily a Level 1 technical support position, with approximately 85% of the work focused on end-user support and 15% involving systems administration responsibilities.

The IT Support Specialist will provide technical assistance to business clients, troubleshoot hardware and software issues, support Microsoft 365 environments, and assist with basic networking and systems administration tasks. Working alongside experienced technical professionals, this individual will gain exposure to a variety of customer environments, technologies, and infrastructure systems.

The ideal candidate is technically curious, customer-focused, adaptable, and motivated to develop their skills. This position offers structured training, company-funded certifications, and opportunities to advance into higher-level technical support, systems administration, engineering, cybersecurity, or project-focused roles.

Key Responsibilities

• Provide Level 1 technical support to business clients through phone, email, chat, and remote support tools.

• Troubleshoot Windows 10/11 operating systems, desktops, laptops, software applications, printers, and peripheral devices.

• Support Microsoft 365 applications and administrative functions, including user accounts, password resets, permissions, and basic troubleshooting.

• Assist with Active Directory and Microsoft Entra ID account management, user onboarding/offboarding, and access administration.

• Diagnose basic network connectivity issues involving TCP/IP, DNS, DHCP, Wi-Fi, routers, and switches.

• Identify whether technical issues originate from endpoints, applications, networks, or server infrastructure and escalate appropriately.

• Utilize ticketing systems and remote monitoring and management (RMM) tools to document, track, prioritize, and resolve technical support requests.

• Work collaboratively with senior technical staff to troubleshoot complex technical issues and expand technical knowledge.

• Maintain accurate support documentation and contribute to internal knowledge resources.

• Assist with basic systems administration tasks, including user management, system maintenance, and infrastructure troubleshooting.

• Occasionally travel to regional client locations to assist with equipment installations, hardware troubleshooting, and on-site technical support.

• Participate in a rotating after-hours on-call schedule following completion of initial training.

Qualifications

Education

• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field is acceptable in place of professional IT support experience.

• Relevant hands-on technical experience, education, and certifications will be considered.

Experience

• Minimum of 1 year of hands-on IT support experience in a help desk, desktop support, service desk, or MSP environment; OR an Associate's or Bachelor's degree in an IT-related field.

• Approximately 2–3 years of professional IT support experience preferred.

• Previous MSP experience is beneficial but not required.

• Experience supporting multiple users, troubleshooting technical issues, and managing support requests in a fast-paced environment.

• Experience with remote technical support, ticketing systems, or RMM platforms preferred.

• Candidates with experience in internal IT support environments are encouraged to apply.

Technical Skills

• Strong working knowledge of Windows 10/11 operating systems, desktop hardware, and common software troubleshooting.

• Familiarity with Microsoft 365 applications, user administration, and account management.

• Basic knowledge of Active Directory and Microsoft Entra ID.

• Understanding of fundamental networking concepts, including TCP/IP, DNS, DHCP, and network connectivity troubleshooting.

• Ability to troubleshoot hardware, software, application, and connectivity issues and determine appropriate escalation paths.

• Familiarity with IT ticketing systems and remote support tools.

• Exposure to Windows Server, network infrastructure, and firewall technologies preferred.

• Additional experience with macOS, Linux, virtualization, or cloud environments is a plus.

• Personal technical projects, home labs, or other hands-on technical learning are valued.

Certifications

• CompTIA A+ certification required or willingness to obtain it within the first six months of employment.

• Company-funded training resources and certification are provided.

• Additional certifications such as CompTIA Network+, Microsoft, or Cisco are preferred but not required.

• Opportunities to earn additional compensation through approved technical certifications.

Soft Skills

• Strong verbal and written communication skills, including the ability to explain technical issues clearly to nontechnical users.

• Customer-focused approach with a commitment to providing responsive, professional technical support.

• Strong analytical thinking, troubleshooting, and problem-solving abilities.

• Ability to manage multiple priorities, maintain accurate documentation, and follow through on unresolved issues.

• Willingness to ask questions, collaborate with teammates, and escalate technical issues appropriately.

• Self-motivated with a genuine interest in technology and continuous professional development.

• Adaptable and comfortable working in a fast-paced environment with changing priorities.

• Valid driver's license with a clean driving record.

• Ability to work full-time on-site in Rochester, NY and travel occasionally to regional client locations.

Schedule & On-Call Responsibilities

This is a full-time, primarily on-site position based in Rochester, NY, with occasional regional travel.

Following initial training, employees participate in a rotating after-hours on-call schedule.

• On-call coverage currently rotates approximately once every 11–12 weeks.

• Responsibilities include responding to automated system alerts, contacting customers, and addressing occasional urgent technical issues.

• The rotation includes primary and secondary coverage, with escalation support available from senior technical staff and management.

• Most after-hours issues involve routine technical support or network connectivity troubleshooting.

Why Join Us?

• Career Advancement: Opportunities to progress from Level 1 support into Level 2/3 technical roles, systems administration, infrastructure engineering, cybersecurity, and project-focused positions.

• Professional Development: Access to extensive online technical training covering IT infrastructure, networking, cybersecurity, applications, and customer support.

• Company-Funded Certifications: Training resources and examination fees provided for approved industry certifications.

• Certification Bonuses: Additional compensation opportunities for earning qualifying technical certifications.

• Performance Incentives: Bonus opportunities tied to individual performance goals.

• Diverse Technical Exposure: Work with a variety of business clients, technical environments, and infrastructure technologies rather than supporting a single internal environment.

• Collaborative Environment: Work alongside experienced technical professionals who provide guidance, mentorship, and escalation support.

• Individualized Career Growth: Opportunities to establish professional development goals and build a career path aligned with technical interests.

• Competitive Benefits: Health and dental insurance, company-paid life insurance, 401(k) with company match, paid time off, and paid holidays.

This opportunity is ideal for someone with a strong foundation in desktop support who wants to broaden their technical expertise, gain exposure to systems administration and networking, and build a long-term career in IT.

ISSI Technology Professionals celebrates diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.