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IT Support Specialist

Job Location

Syracuse, NY, US

Date Posted

Posted 5 months ago Location This position is 100% in-office and reports to our facility on site in Syracuse, NY (Must be local or willing to relocate at your own expense). Job Summary Rapid Response Monitoring is seeking a service-oriented IT Support Specialist to serve as part of 24x7 team maintaining 99.999% network and system uptime. Rapid Response Monitoring is a company driven by our tireless desire to protect lives and property by creating and leveraging the most cutting-edge technology possible. Supported by teams of experts in their respective fields, we provide best in class monitoring services for some of the biggest names in electronic and digital security, aging in place, and fire protection services. As an IT Support Specialist, you will provide technical assistance to the team members of Rapid Response with their hardware and software support requests. We are looking for an individual who can use their analytical and problem-solving skills while providing exceptional internal and external customer service. Salary Range $70,000 - $100,000 per year, based on experience Hours

Various (3:00pm-11:00pm; 11:00pm-7:00am Eastern Time) Schedule

Sat-Wed OR Wed-Sun Responsibilities Function as the first-level contact for all Information Technology Help Desk issues received via Rapid Response's Ticket System

Troubleshoot IT-related issues using best practices, internal tools, standard troubleshooting techniques, and external resources

Log all support requests in the ticket system and document all actions to include all follow up conversations, troubleshooting steps, and resolution

Upon escalation, work with Tier 2 support to learn further troubleshooting and resolution techniques

Recommend modifications to IT Support procedures to enhance the service provided by the department

Remain highly organized and detail oriented

Maintain a sense of urgency when completing tasks Basic Qualifications Minimum of two (2) year IT, Computer Science, Information Science, or related degree or equivalent Military Service

Ability to work in multiple systems concurrently while providing support services

Proficient computer skills (i.e., Word, Excel, Ticket Systems, Web Applications)

Many of our positions require an extra level of screening to obtain Department of Defense security clearance

Rapid Response prides itself in being a drug-free workplace Preferred Qualifications Experience in the alarm industry, including panel setup, configuration, and signal management

Bachelor's degree in IT, Computer Science, Information Science, or a related field of study

Familiarity with PowerShell for automation and system management

Experience navigating and managing Linux servers

CompTIA A+ certification or equivalent foundational IT knowledge

Knowledge of Microsoft Active Directory and domain-joined infrastructure

Experience working with Microsoft Office 365 administration and support What awaits you at Rapid Response Medical, Dental, Vision, and 401k

Paid Vacation and Sick Time

Wellness Program + Wellness

DAYS OFF

Internal advancement opportunities

The opportunity to make an impact on communities across the country every day About Rapid Response Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response center focused on protecting life, residences, and businesses. Whether it's a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service conversations, our heroes are here to serve every day - 24/7, 365 days a year. Supported by teams of experts in their respective fields, our highly trained specialists are the monitoring backbone for thousands of alarm companies across the country. If you are in search of a unique, rewarding career opportunity in an industry like no other, join #TeamRapid! Located in Franklin Square, Rapid Response prides itself as a newly remodeled state-of-the-art facility containing ultra-modern technology. From touch-free entrances and continual sanitization to iPad break rooms and comfortable lounge areas, our employees enjoy a pristine and contemporary work environment. Additional Information Rapid Response offers a competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at. Rapid Response is an Equal Opportunity Employer.