IT Support Specialist

NPAworldwide; City of Rochester (NY); On-site; USD 25,000 - 39,000; Full time

Job summary

NPAworldwide is seeking an IT Support Specialist to join our Rochester, NY team on-site. This role focuses on hands-on end-user support, troubleshooting hardware/software, and assisting with basic systems administration.

This entry-level position offers training, certification opportunities, and room to grow into cybersecurity, engineering, or project-focused roles. The ideal candidate will be customer-focused, technically curious, and eager to develop skills in Microsoft 365, AD/Entra ID,

Qualifications

• 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.

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.
• 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.

Skills

Windows 10/11

Microsoft 365

Active Directory

Customer support

Education

Associate's degree in IT

Bachelor's degree in CS

Tools

RMM tools

Ticketing systems

Job description

Job Description

Must be a US Permanent Resident or Citizen.We are unable to sponsor currently.

Job Title: IT Support SpecialistLocation: Rochester, NY (On-site)Job Type: Full-time, direct hirePay 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 escalates 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