IT Support Specialist

Job Description

Job Description

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.