Customer Support Technician I & II

$20.34 - $32.6 per hour

FTS, Inc.

Job Description

Customer Technical Support Technician I / II

Location: Rochester, NY
Pay: $20.34 - $32.60/hour (Based on experience and level)
Schedule: Full-time | Ability to support 24/7/365 operations (including occasional nights, weekends, and holidays)

Position Overview

We're seeking customer-focused IT professionals to join a growing desktop support team providing technical support to end users across multiple locations. This role is available at both the Technician I and Technician II levels, with placement based on your experience and technical background.

You'll provide hands-on and remote support for desktops, laptops, mobile devices, printers, and other endpoint technologies while delivering exceptional customer service. This is an excellent opportunity for candidates looking to grow their IT support career in a collaborative enterprise environment.

Responsibilities

Provide first and second-level technical support for desktops, laptops, mobile devices, and endpoint hardware.
Troubleshoot Windows operating system, application, connectivity, and hardware issues both remotely and onsite.
Configure, deploy, maintain, and replace desktop and laptop systems.
Install, test, and support printers and peripheral devices.
Respond to Service Desk tickets while meeting established service levels.
Document troubleshooting steps and resolutions.
Participate in technology rollouts, hardware refreshes, and other IT projects.
Provide one-on-one support and training to end users.
Maintain communication with teammates to ensure coverage across multiple locations.
Travel between local work sites as needed.

Technician II Responsibilities (Experience Dependent)

Candidates hired at the Technician II level may also:

Resolve more complex endpoint and operating system issues.
Assist with endpoint lifecycle planning and support strategies.
Mentor newer technicians.
Support larger technology deployments and project initiatives.
Help improve support processes and identify proactive solutions.

Qualifications

High School diploma or equivalent required.
Technician I: 1+ year of IT support experience.
Technician II: 2+ years of IT support experience.
Strong customer service and communication skills.
Experience troubleshooting Windows operating systems.
Hardware break/fix and desktop support experience.
Ability to diagnose and solve technical issues independently.
Experience supporting laptops, desktops, printers, and mobile devices.
Knowledge of Mac systems and peripheral devices is a plus.
Ability to travel between local sites.
Flexibility to support a 24/7/365 operation as needed.

Preferred Skills

Desktop and laptop deployment
Windows OS support
Active Directory (preferred)
Microsoft Office and business applications
Remote support tools
Hardware imaging and device configuration
Printer troubleshooting
Mobile device support
Excellent troubleshooting and problem-solving skills

Apply

Vacancy posted 2 days ago

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