IT Support Technician Level 1

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

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Key Responsibilities

Remote Support & Service Desk

• 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.

Project & Onboarding Support

• Assist with workstation setup, configuration, and deployment for new and existing clients.
• Support managed services onboarding activities, including:
  • New user provisioning
  • Device enrollment and configuration
  • Software installation and standardization
  • Documentation of client environments
• Work collaboratively with senior engineers and project leads to execute onboarding and workstation refresh projects.
• Perform basic quality checks to ensure systems are configured according to Info Advantage standards.

Client Experience & Internal Collaboration

• Communicate clearly and professionally with clients of varying technical skill levels.
• Provide timely updates and set realistic expectations with clients.
• Contribute to internal documentation and knowledge base articles.
• Identify recurring issues and suggest process or technical improvements.

Required Qualifications

• 1–3 years of experience in a helpdesk, service desk, or MSP environment.
• Strong working knowledge of:
  • Windows 11
  • 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.

Preferred Qualifications

• Experience working for a managed services provider (MSP).
• Exposure to endpoint management tools (e.g., RMM, MDM, Intune).
• Experience with workstation imaging or standardized deployments.
• CompTIA A+, Network+, or Microsoft certifications (or willingness to obtain).
• Basic understanding of cybersecurity best practices for end users.

Compensation: $45,000.00 - $55,000.00 per year

Info Advantage has been providing professional IT Support and technology services for businesses in and around Rochester, New York since 1992. We pride ourselves on being the go-to partner for all of your technology needs and customize solutions tailored for every business circumstance all while ensuring every step of the way we are delivering exceptional client experiences. We do this through the strength of our employees’ knowledge, ability to clearly communicate, listen, and relate with the people we work with.

This is a Hybrid position but would require that you be onsite in our office most of the time. Are you able to travel to our office in Rocehster NY at least 4 days a week? *