Our client is a well-established, mission-driven organization serving the greater Rochester community. Rooted in values of service, integrity, and stewardship, this organization supports a wide network of affiliated locations and programs that positively impact thousands of individuals and families each year. This role offers the opportunity to contribute to meaningful, purpose-driven work while supporting the operational infrastructure that keeps the organization running efficiently. The environment is collaborative, stable, and community-focused. If you’re looking to align your skills with an organization that values long-term impact and service, this could be an excellent fit.
This role Provides first-level IT support across the offices, schools, and affiliated organizations. The Network Technician serves as the first point of contact for all IT-related support requests. This role is responsible for resolving routine technical issues, escalating complex problems, and ensuring a high level of customer satisfaction. The technician supports the IT department’s mission to deliver reliable and secure technology services across the organization.
RESPONSIBILITIES
- Log and manage service requests via phone, email, and ticketing system.
- Uses remote access tools and phone coaching to resolve routine technical issues.
- Follows documented procedures to troubleshoot and resolve issues.
- Escalates unresolved issues to senior IT staff or vendors as appropriate.
- Manages user accounts, reset passwords, and support standard applications including Microsoft 365.
- Performs routine updates and maintenance under supervision.
- Images and installs computer systems at sites as directed by management.
- Documents solutions and update knowledge base for common issues.
- Ensures timely and professional communication with end users.
- Travels to remote sites for troubleshooting, repairs, and installations as directed by senior staff
- Monitors network systems and proactively identify outages, backup errors, and system issues
- Notifies senior staff of any potential cybersecurity related issue including data breaches and malware activity.
QUALIFICATIONS/EDUCATION/EXPERIENCE:
- Minimum of 2 years desktop support experience in a Microsoft network environment.
- Associate’s Degree in Information Technology or related field preferred.
- Strong experience with Microsoft Windows and Office 365.
- Familiarity with Active Directory and O365 administration.
- Strong communication and customer service skills.
- Ability to lift up to 60 pounds and work in confined spaces as needed.
- Reliable transportation for travel to remote sites around Rochester
