IT Support Specialist

LocationThis position is 100% in-office and reports to our facility on site in Syracuse, NY (Must be local or willing to relocate at your own expense).Job SummaryRapid Response Monitoring is seeking a service-oriented IT Support Specialist to serve as part of 24x7 team maintaining 99.999% network and system uptime. Rapid Response Monitoring is a company driven by our tireless desire to protect lives and property by creating and leveraging the most cutting-edge technology possible. Supported by teams of experts in their respective fields, we provide best in class monitoring services for some of the biggest names in electronic and digital security, aging in place, and fire protection services.As an IT Support Specialist, you will provide technical assistance to the team members of Rapid Response with their hardware and software support requests. We are looking for an individual who can use their analytical and problem-solving skills while providing exceptional internal and external customer service.Salary Range $70,000 - $100,000 per year, based on experienceHoursVarious (3:00pm-11:00pm; 11:00pm-7:00am Eastern Time)ScheduleSat-Wed OR Wed-SunResponsibilitiesFunction as the first-level contact for all Information Technology Help Desk issues received via Rapid Response’s Ticket SystemTroubleshoot IT-related issues using best practices, internal tools, standard troubleshooting techniques, and external resourcesLog all support requests in the ticket system and document all actions to include all follow up conversations, troubleshooting steps, and resolutionUpon escalation, work with Tier 2 support to learn further troubleshooting and resolution techniquesRecommend modifications to IT Support procedures to enhance the service provided by the departmentRemain highly organized and detail orientedMaintain a sense of urgency when completing tasksBasic QualificationsMinimum of two (2) year IT, Computer Science, Information Science, or related degree or equivalent Military ServiceAbility to work in multiple systems concurrently while providing support servicesProficient computer skills (i.e., Word, Excel, Ticket Systems, Web Applications)Many of our positions require an extra level of screening to obtain Department of Defense security clearanceRapid Response prides itself in being a drug-free workplacePreferred QualificationsExperience in the alarm industry, including panel setup, configuration, and signal managementBachelor's degree in IT, Computer Science, Information Science, or a related field of studyFamiliarity with PowerShell for automation and system managementExperience navigating and managing Linux serversCompTIA A+ certification or equivalent foundational IT knowledgeKnowledge of Microsoft Active Directory and domain-joined infrastructureExperience working with Microsoft Office 365 administration and supportWhat Awaits You At Rapid ResponseMedical, Dental, Vision, and 401kPaid Vacation and Sick TimeWellness Program + Wellness DAYS OFFInternal advancement opportunitiesThe opportunity to make an impact on communities across the country every dayAbout Rapid ResponseRapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response center focused on protecting life, residences, and businesses. Whether it’s a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service conversations, our heroes are here to serve every day - 24/7, 365 days a year. Supported by teams of experts in their respective fields, our highly trained specialists are the monitoring backbone for thousands of alarm companies across the country. If you are in search of a unique, rewarding career opportunity in an industry like no other, join #TeamRapid!Located in Franklin Square, Rapid Response prides itself as a newly remodeled state-of-the-art facility containing ultra-modern technology. From touch-free entrances and continual sanitization to iPad break rooms and comfortable lounge areas, our employees enjoy a pristine and contemporary work environment.Additional InformationRapid Response offers a competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at https://www.rrms.com/careers/. Rapid Response is an Equal Opportunity Employer.