Innovative is seeking an IT Support Specialist to provide technical support for our internal operations. As the primary point of contact for employee technology needs, you'll ensure seamless day-to-day operations. When internal needs are met, you'll provide Tier 1 support to NOC team, gaining valuable experience alongside experienced engineers.   Location: Rochester, NY (In-office 5 days per week)     What is this role responsible for: * Serve as first point of contact for all employee technology requests via helpdesk * Deploy and maintain Windows/Mac workstations, mobile devices, and peripherals * Troubleshoot hardware and software issues with hands-on desk-side support * Administer SaaS applications (Office 365, Slack, collaboration tools) * Manage and support all printers, copiers, scanners, and AV equipment * Support onboarding/offboarding processes and maintain system documentation * Proactively monitor and address potential issues before they impact employees     (When Internal Needs Met): Internal NOC Team / Support Tickets * Provide Tier 1 support for managed service team (password resets, basic troubleshooting) * Assist with routine client monitoring and maintenance under guidance of Senior Engineers * Escalate complex issues appropriately and document resolutions     What Experience You Need: * 1-3 years IT experience in end-user support (internships/coursework may be considered) * Associate's Degree in Computer Science, IT, or related field preferred * Proficiency with both Windows and Mac OS administration * Office 365 administration experience * Hardware troubleshooting skills (laptops, printers, mobile devices, AV equipment) * Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi) * Experience with ticketing systems (Autotask, ServiceNow, Zendesk, or similar) * Strong customer service and communication skills * Valid driver's license     Preferred Qualifications: * AV equipment setup and troubleshooting experience * Exposure to AWS or cloud technologies * Basic scripting (PowerShell, Python, Bash) * CompTIA A+, Network+, or similar certification     Metrics for Success: * 95%+ satisfaction rate on internal employee surveys * All internal requests addressed within defined SLAs * 100% uptime of office AV equipment and critical systems * AWS Cloud Practitioner certification within 6 months * Healthy ticket velocity across internal and external queues       Additional Information: * Occasional after-hours support and maintenance * On-call rotation after training period (6+ months)