IT Insights: Client Technology Support I

Client Technology Support I Location: Rochester, NY | Hybrid Salary Range: $40,000 - $52,000. FLSA Status: Exempt Schedule: Full Time Position Summary The Client Technology Support provides technical assistance and support to clients regarding software and hardware issues. They are responsible for troubleshooting problems, diagnosing, and resolving technical issues, and escalating complex problems as needed. This role involves configuring software and hardware, maintaining accurate records of support requests and resolutions, and ensuring client satisfaction through effective communication and timely resolution of issues. Essential Duties and Responsibilities The essential functions include, but are not limited to the following: Provide timely, professional technical support to clients Troubleshoot basic software, hardware, and network connectivity issues Resolve routine inquiries and escalate complex issues to Level 2 support as needed Follow established procedures to diagnose and resolve technical issues Accurately document tickets, solutions, and configurations in the ticketing system and knowledge base Collaborate with Level 2 technicians and internal teams to ensure efficient resolution Participate in training and continuous learning to stay current with technology and best practices Assist with project deployments and other related duties as assigned Requirements Experience in a similar technical support role Proficiency in troubleshooting and resolving issues related to Windows operating systems Familiarity with basic networking concepts and cloud platforms (Azure, Google Cloud) Familiarity with virtualization technologies such as VMware, Hyper-V, or KVM. Experience with on-premise infrastructure including active directory, DNS, file sharing roles, printer sharing roles Effective communication skills and professional demeanor in client-facing roles Ability to work independently and collaboratively in a fast-paced environment Additional Qualifications Certifications such as CompTIA Network+, Microsoft Certified; Azure Administrator Associate, or equivalent are advantageous Notes The Client Technology Support role is a hybrid position that requires work in the office, at client offices, and at-home. Employee's are required to possess a valid driver's license and maintain a clear driving history, given the required frequent travel by car. Physical Demands and Work Environment Primarily office-based with regular computer and phone use and occasional lifting of light office materials (up to 25 lbs). This role requires certain physical capabilities to effectively carry out its essential functions. Reasonable accommodation can be provided for individuals with disabilities. IT Insights is an Equal Opportunity Employer and complies with ADA regulations as applicable