Tier 1 & 2 Technical Support

Job Summary We are seeking a dedicated and knowledgeable Technical Support professionals to join our team. The ideal candidates will be responsible for providing exceptional customer service while troubleshooting software and hardware issues, managing IT infrastructure, and ensuring the smooth operation of computer systems. This role requires strong communication skills and a solid understanding of computer networking and help desk operations. Duties - Provide technical support to end-users via phone, email, or in-person, ensuring timely resolution of issues. - Troubleshoot software problems and assist with software installations and updates. - Manage computer systems and perform routine maintenance to ensure optimal performance. - Utilize tools such as Jira and Remedy for tracking support tickets and managing workflows. - Assist in the configuration and management of firewalls and other security measures to protect IT infrastructure. - Collaborate with team members to identify recurring issues and develop solutions to improve overall service quality. - Maintain accurate documentation of support activities, including troubleshooting steps taken and resolutions provided. - Stay updated on the latest technology trends and best practices in technical support. Requirements - Proven experience in technical support or a related field, with a strong understanding of help desk operations. - Proficiency in software troubleshooting, computer management, and computer networking. - Familiarity with IT infrastructure components, including firewalls and network configurations. - Excellent communication skills, both verbal and written, with a focus on customer service. - Ability to work independently as well as part of a team in a fast-paced environment. - Strong problem-solving skills with attention to detail. - Relevant certifications (e.g., CompTIA A+, Network+) are a plus but not required. Join our team to contribute your expertise in technical support while helping users navigate their technology challenges effectively. Job Type: Full-time Pay: $45,000.00 - $70,000.00 per year Benefits: 401(k) Dental insurance Health insurance Paid time off Vision insurance Schedule: 8 hour shift Monday to Friday No weekends Ability to Commute: Rochester, NY (Required) Work Location: In person