Hybrid IT Support Technician — Remote & Onsite Support

Info Advantage Inc; City of Rochester (NY); Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Health insurance

Paid time off

Job summary

Info Advantage Inc. is seeking a helpdesk professional to provide remote support and onboarding services for our Rochester clients. The role includes troubleshooting Windows, Microsoft 365, email, printers, VPNs, and enterprise applications, with on-site days required for onboarding and workstation refresh cycles.

The ideal candidate has 1–3 years in a helpdesk/MSP environment, strong customer service, and familiarity with ticketing systems. Occasional travel to our Rochester office is expected.

Qualifications

• 1–3 years of experience in a helpdesk, service desk, or MSP environment.
• Strong working knowledge of Windows 11 and Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive, SharePoint).
• Basic networking concepts (DNS, DHCP, VPNs).
• Experience providing remote technical support.
• Familiarity with ticketing systems and documentation best practices.
• Strong customer service, communication, and time-management skills.

Responsibilities

• Provide Tier 1–2 remote technical support for client end users via phone, email, and remote access tools.
• Troubleshoot and resolve issues related to Windows workstations, Microsoft 365, email, printers, VPNs, and common business applications.
• Document incidents, requests, and resolutions accurately within the ticketing system.
• Escalate complex issues appropriately while maintaining ownership and communication with the client.
• Adhere to service level agreements (SLAs) and internal support procedures.
• Assist with workstation setup, configuration, and deployment for new and existing clients.

Skills

Windows 11

Microsoft 365

Basic networking

Remote support

Education

CompTIA A+

Network+

Microsoft certifications

Tools

Intune

RMM

Job description

Info Advantage Inc. is seeking a helpdesk professional to provide remote support and onboarding services for our Rochester clients. The role includes troubleshooting Windows, Microsoft 365, email, printers, VPNs, and enterprise applications, with on-site days required for onboarding and workstation refresh cycles.

The ideal candidate has 1–3 years in a helpdesk/MSP environment, strong customer service, and familiarity with ticketing systems. Occasional travel to our Rochester office is expected.