On-Site IT Support Pro — Windows & 365 Helpdesk

NPAworldwide; City of Rochester (NY); Sur place; USD 25 000 - 39 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Windows 10/11

Microsoft 365

Active Directory

Customer support

Formation

Associate's degree in IT

Bachelor's degree in CS

Outils

RMM tools

Ticketing systems

Description du poste

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,