IT Support Specialist

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).

About the role

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.

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

Requirements

• 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

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

Benefits

• 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

Pay

Salary Range $70,000 - $100,000 per year, based on experience

Schedule

Hours Various (3:00pm-11:00pm; 11:00pm-7:00am Eastern Time) Schedule Sat-Wed OR Wed-Sun