IT Systems Specialist

Company: ComTec Solutions
Location: Rochester
Posted on: May 1, 2025

Job Description:

Description:IT Systems SpecialistJob Category: Information TechnologyDepartment: IT Services GroupBillable Hours Goal: 80% of worked hoursLocation: Rochester, NYTravel Required: Minimal as neededPosition Type: Full TimeJob Purpose:The IT Systems Specialist provides a first point of contact for customers requiring support on deployed technologies (e.g.: applications, systems, servers, desktops, and peripherals). The IT Systems Specialist is the first line of technical support for all inbound customer calls and tickets, providing remote assistance or escalating the issue as necessary.Duties:

• Respond to customer inquiries in a courteous and professional manner
• Answer the most commonly asked questions for defined issues and problems
• Act as first line analyst for service request tickets following established protocols
• Create, document, and escalate issues and problems according to ticketing standards and SLAs
• Monitor ticket queues and provide service or escalation as necessary
• Provide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support)
• Set-up and configure new equipment and prepare for install
• Accurately enter and maintain case information including notes and resolution
• Adhere to departmental policies for reporting and managing requests and change control
• Participate in emergency on call rotation schedule
• Internal IT Support as needed
• Identify sales opportunities and pass the information to correct team members
• Submit timesheets accurately and timely
• Other duties as requiredSupervision Exercised: NoneSupervision Received: Reports to Manager, IT ServicesRequirements:Work Environment/Physical Demands:
  • Use of computer and office equipment.
  • Ability to remain calm in stressful situations
  • Performs all administrative functions expected at this level.Minimum Qualifications:Technical Skills
    • Strong understanding of available tools to assist in daily tasks
    • Ability to troubleshoot server based software issues with:
    • Microsoft Windows Server 2003/2008/2008 R2/2016 (x32 and x64)
    • Microsoft Windows Active Directory Infrastructure
    • Microsoft Terminal Server 2003/2008/2008 R2 (x32 and x64)
    • Microsoft Remote Desktop Services
    • Microsoft Azure
    • Knowledge of workstation/server hardware and software troubleshooting abilities
    • Very knowledgeable of various workstation peripherals such as printers, PDAs, scanners, etc.
    • In depth knowledge of workstation hardware and software troubleshooting abilities
    • Working knowledge of HP and Dell equipment; general understanding of storage solutions
    • Extremely knowledgeable in troubleshooting and resolving workstation based software issues with:
    • Microsoft Windows XP, Vista, 7, and 10 (x32 and x64)
    • Microsoft Office 20XX
    • Domain and workgroup environments
    • Knowledge and understanding of AD, DNS, the Internet and mail flow is preferredSoft Skills
      • Strong written and verbal communication skills
      • Pleasant and professional demeanor in all client and internal communications
      • Ability to multi task
      • Intellectually resourceful with sound judgment and effective decision-making abilities
      • Independent worker and able to work effectively on daily tasks without direct supervision
      • Strong organization skills and ability to operate efficiently throughout daily tasks
      • In general owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate
      • Demonstrates empathy with users and professionalism at all times
      • Work well with clients at all levels
      • Operates with client satisfaction in mind
      • Energy, enthusiasm and results-orientedEducation and Experience
        • Bachelor's degree preferred
        • CompTIA A+ and Network+ preferred
        • Microsoft Technology Associate (MTA) preferred
        • At least two years relevant experience in providing telephone/remote desktop supportAdditional Requirements
          • Ability to schedule for evening or weekend work occasionally
          • Valid driver's license in your state of residence and reliable personal vehicle
            
            
            Compensation details: 40000-60000 Yearly Salary
            
            
            
            PI845d752ebc6c-37248-37047036

Keywords: ComTec Solutions, Cheektowaga , IT Systems Specialist, Other , Rochester, New York