Empire State - Rochester, NY
posted 5 months ago
The IT Technician, Tier 1 position at Empire State Development (ESD) involves providing essential support for the installation, configuration, and maintenance of critical network infrastructure and user endpoints across various office locations, including the headquarters and datacenters. This role is pivotal in ensuring that the IT services and equipment function optimally to support ESD's business operations. The technician will assist in troubleshooting and resolving issues related to both Wide Area Network (WAN) and Local Area Network (LAN), providing end-user support for all IT-related software, equipment, and services. The technician will be responsible for assisting ESD staff in person or remotely through phone, email, and a Helpdesk ticketing system, ensuring that IT-related issues are resolved efficiently and courteously. The role requires travel to regional office locations and ESD datacenters as necessary to support IT services and equipment. The technician will also be involved in the installation, configuration, and troubleshooting of various IT equipment, including network switches, SD-WAN appliances, wireless access points, printers, phones, and video conferencing equipment. In addition to hands-on technical support, the technician will liaise with third-party vendors for IT projects and service rollouts, create and manage support tickets, and monitor the enterprise-wide wireless network and remote site connectivity. Documenting standard operating procedures (SOPs) and assisting in IT disaster recovery efforts are also key responsibilities of this role. The position is expected to work both onsite and remotely, in accordance with New York State and ESD guidelines.