IT Support Professional

Invision Technologies; City of Albany (NY); On-site; USD 35,000 - 60,000; Full time

Benefits offered by this job

Comprehensive health care plan

401k retirement plan with matching contribution

Eighteen days of paid time off annually

Monthly mobile phone stipend

Career path for future growth

Job summary

A leading IT solutions provider in Albany, NY seeks IT Support Professionals to deliver exceptional customer service and resolve client IT issues. The role involves providing both in-person and remote support for hardware and software, participating in an on-call rotation, and maintaining thorough documentation. Required qualifications include a high school diploma and 1-year support experience. Preferred candidates should have certifications such as CompTIA A+, Network+, and knowledge of O365 and Azure. A competitive salary ranges from $35,000 to $60,000 annually.

Qualifications

• 1-year computer and/or network support experience.
• Exceptional written and verbal communication skills.
• Ability and desire to learn and adapt quickly.

Responsibilities

• Provide front-line IT support for hardware, software, and networking issues.
• Offer 'white-glove' support to exceed client expectations.
• Participate in a 24x7 on-call rotation and after-hour upgrades.

Skills

Customer service excellence

Problem-solving strategies

Time management

Organization skills

Communication

Education

High school diploma or equivalent

Tools

O365

PSA/Ticketing systems

Job description

Position Summary

Invision Technologies, LLC is looking for additional IT Support Professionals to join our team. The ideal candidate exemplifies exceptional customer service while possessing the skills, knowledge, and aptitude to resolve client IT issues. The IT Support Professionals are responsible for the delivery of reactive technical support, as well as emergency and scheduled onsite requests. Qualified candidates must have the ability to communicate with clients and co-workers at both technical and non-technical levels. Ideal candidates are self-directed, innovative, organized, flexible, and consistent in maintaining our high-quality standards. The desire and drive to build and maintain customer relationships is a key function of this role. This candidate must also be able to exhibit a sense of urgency in providing exceptional quality service to clients and setting and managing expectations.

Responsibilities & Duties

• Serve as front-line IT support for all aspects of our client’s IT environments, including, but not limited to, hardware, software, networking, printing, Microsoft, and basic server support.
• Provide both in-person and remote support to clients and serve as the first point of escalation for issue reporting.
• Offer our clients a true “white-glove” support experience and exceed their expectations.
• Install and configure hardware and software components to ensure usability and optimal performance.
• Work with counterpart technicians and clients for developing solutions to meet client needs.
• Create and maintain thorough documentation and configurations within company tools.
• Identify and implement automation and continuous process improvement opportunities.
• Interface with third-party vendors as a liaison between client and vendor.
• Participate in a 24x7 on-call rotation and after-hour upgrades to support our managed services clients.
• Other duties as assigned.

Knowledge, Skills & Personal Qualities

• Demonstrate excellence in customer service.
• Ability to identify simple to complex problems and analyze them for triage or solution.
• Demonstrate problem-solving strategies and practical knowledge.
• Ability to diagnose and resolve issues balancing research, troubleshooting, and standard procedures.
• Advanced knowledge of computer systems, including hardware, software, OS, and peripherals.
• Working knowledge of networking fundamentals and hardware.
• Knowledge of cybersecurity fundamentals.
• Demonstrated ability to work in a fast-paced environment.
• Time management, organization, and communication are vital.

Required Qualifications

• A high school diploma or equivalent is required.
• 1-year computer and/or network support experience.
• Exceptional written and verbal communication skills.
• Ability and desire to learn and adapt quickly.
• Exceptional customer service skills.
• Attention to detail.

Preferred Qualifications

• Advanced level degree or certifications are desired.
• Preferred certifications: Comptia A+, Network+, Security+, any Microsoft.
• Managed Service Provider experience.
• Use of PSA/Ticketing system experience.
• Experience as a tier 1-2 IT Support Specialist.
• Working knowledge of O365, Azure, Sharepoint.

Benefits

• Comprehensive health care plan including options for Dental, Vision, and ST/LT Disability.
• Employer-provided life insurance at no cost to the employee.
• 401k retirement plan with company matching contribution; employees may participate after completing 1 year of service.
• Monthly mobile phone stipend.
• Career path after 6 months to outline future career growth.
• Eighteen days of paid time off annually.
• Salary commensurate with experience, range of $35,000 - $60,000.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all employees.