We are looking for an IT Support Specialist to deliver responsive technical assistance and outstanding customer service to students, faculty, and staff in Utica, New York. This Long-term Contract position supports a diverse computing environment that includes Windows and Mac systems, core productivity tools, account administration, and end-user issue resolution. The role also includes a meaningful audio/visual component, assisting with meeting technology, web conferencing, and event support while contributing to reliable day-to-day IT operations.
Responsibilities:
- Resolve support requests for hardware, software, account access, and general desktop issues while documenting troubleshooting steps and outcomes in the ticketing system.
- Provide hands-on support for both Windows and Apple devices, including setup, diagnosis, repair coordination, and user assistance across a mixed-device environment.
- Administer user access and related tasks in Active Directory, Microsoft 365, and Exchange to help maintain secure and efficient account management.
- Assist with conferencing and AV needs by preparing rooms, launching meetings, supporting live events, and troubleshooting platforms such as Microsoft Teams, Zoom, and Webex.
- Maintain accurate asset records by helping track equipment through purchasing, deployment, relocation, and retirement processes.
- Support telecom and local network issue resolution, collaborating with specialized infrastructure teams when deeper technical escalation is required.
- Create and update knowledge articles, standard procedures, and support documentation to improve consistency and self-service resources.
- Participate in rotating escalation coverage and respond to urgent incidents, including occasional after-hours or off-site support when operational needs require it.
- Follow information security standards in daily work, safeguard sensitive data, and report potential security concerns promptly.
- Contribute to team meetings and cross-functional support efforts, including assisting service desk, network, or server teams as priorities shift.
- At least 2 years of experience in desktop support, help desk, or a similar IT support role.
- Practical experience supporting Windows 10/11 and macOS devices in an end-user environment.
- Working knowledge of Active Directory, Microsoft 365, and Microsoft Exchange administration.
- Ability to troubleshoot desktop hardware, software, connectivity, and basic LAN-related issues with a methodical approach.
- Experience supporting audio/visual technologies and web conferencing tools such as Microsoft Teams, Zoom, or Webex.
- Strong written and verbal communication skills with a detail-focused, service-focused approach to user support.
- Demonstrated attention to detail in ticket documentation, process compliance, and asset tracking.
- Willingness to provide occasional after-hours support and assist at off-site locations when needed.