IT Support Specialist

FirstLight Fiber • Victor, NY • 7h ago

We are seeking an enthusiastic and customer-focused IT Support Specialist to join our internal Information Technology (IT) team. In this role, you will be the first point of contact for end-user technical support. You will aid employees both remotely and on-site, resolving technical issues, managing service requests, and escalating complex problems when necessary.

This role is critical to ensuring our employees have reliable access to the technology and systems they need to perform their jobs effectively. The ideal candidate is a problem-solver with excellent communication skills, strong attention to detail, and a passion for delivering outstanding customer service.

Key Responsibilities:

Serve as the first point of contact for internal end-users seeking technical assistance via phone, email, chat, or ticketing system.

Provide support for hardware, software, and network issues, including troubleshooting and resolving technical issues.

Support both remote and on-site users depending on operational needs.

Monitor and manage the helpdesk ticket queue, ensuring tickets are prioritized based on urgency and impact.

Document troubleshooting steps and resolutions thoroughly within the ticketing system.

Escalate issues to higher-level support when necessary, following established escalation procedures.

Follow up on open tickets to ensure timely resolution and maintain excellent customer service.

Assist with user account management tasks including onboarding/offboarding, password resets, and permissions changes.

Perform basic troubleshooting on desktops, laptops, mobile devices, printers, VoIP phones, and other office equipment.

Support standard applications and tools including Windows, Office 365, VPN, collaboration tools, and internal telecommunications software.

Contribute to the creation, maintenance, and improvement of internal knowledge base articles and technical documentation.

Participate in team meetings and share knowledge or updates with the team.

Maintain compliance with IT policies, procedures, and security best practices.

Assist with IT inventory management, asset tracking, and equipment deployment as needed.

Perform other duties as assigned by IT leadership.

Qualifications:

High school diploma or GED required; associate degree, technical diploma, or equivalent experience preferred.

1+ years of experience in an IT helpdesk, service desk, or technical support role (internships or coursework may be considered).

Basic understanding of networking concepts (IP, DNS, DHCP, VPN).

Familiarity with Windows operating systems.

Experience with helpdesk/ticketing systems.

Knowledge of Office 365 and common enterprise software tools.

Strong troubleshooting, analytical, and problem-solving skills.

Excellent verbal and written communication skills.

Customer service orientation with patience and professionalism.

Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Ability to work both independently and collaboratively with a remote or on-site team.

Preferred Skills:

CompTIA A+, Network+, or similar certifications.

Experience supporting remote users in distributed work environments.

Basic familiarity with Active Directory, Exchange, or MDM solutions (Intune, JAMF, etc.).

Exposure to telecommunications environments or service provider infrastructure.

About FirstLight:

FirstLight, headquartered in Albany, New York, provides fiber-optic data, Internet, data center, cloud and voice services to enterprise and carrier customers throughout the Northeast connecting more than 13,000 locations in service with more than 125,000 locations serviceable by our more than 25,000-route mile network. FirstLight offers a robust suite of advanced telecommunications products featuring a comprehensive portfolio of high bandwidth connectivity solutions including Ethernet, wavelength, and dark fiber services as well as dedicated Internet access solutions, data center, cloud and voice services. FirstLight's clientele includes national cellular providers and wireline carriers and many leading enterprises, spanning high tech manufacturing and research, hospitals and healthcare, banking and financial, secondary education, colleges and universities, and local and state governments.

FirstLight Fiber is an equal opportunity employer. In accordance with state and federal laws, FirstLight's equal opportunity policy is that all applicants and employees are treated equally by the company with respect to employment opportunities, regardless of race, color, religion, sex, sexual orientation, disability, or veteran status or veteran disability.

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