IT Support Specialist

ICM Controls Corp. is hiring an onsite IT Support Specialist to deliver end-user technology support, ticket resolution, and documentation across multiple platforms.

Responsibilities

• Provide first-level help desk support and handle user requests through the internal ticketing system.
• Own assigned tickets end to end: troubleshoot, document findings and resolutions, update ticket status, and follow through to completion.
• Diagnose and resolve routine issues across hardware, software, networking, connectivity, peripherals, and user accounts.
• Support end users working in Windows, macOS, Android, and Linux environments.
• Assist with employee onboarding and offboarding, including equipment setup, deployment, recovery, and basic technology orientation.
• Maintain accurate hardware, software, and technology asset inventory records.
• Provide clear, professional, customer-focused technical assistance to users with varying technical knowledge.
• Build and maintain troubleshooting guides, procedures, knowledge-base content, and other IT documentation.
• Identify when specialized expertise is needed and escalate appropriately with complete troubleshooting history and documentation.
• Coordinate with internal technical resources, vendors, administrators, and developers for escalated support.
• Support IT projects and technology initiatives aligned with training and support responsibilities.

Requirements

• Education, training, or experience in Information Technology, Computer Science, Information Systems, or a related field.
• Previous help desk, desktop support, technical support, or customer service experience preferred.
• Working knowledge of Windows; familiarity with macOS, Android, and Linux.
• General knowledge of computer hardware, software, networking, printers, mobile devices, and common workplace technology.
• Strong troubleshooting, problem-solving, organization, and follow-through skills.
• Strong verbal and written communication, including the ability to explain technical topics to nontechnical users.
• Ability to prioritize requests, work independently, and exercise sound judgment when escalation is required.
• Experience with a ticketing system preferred.

Technology Exposure

• Windows
• macOS
• Android
• Linux
• Printers
• Mobile devices

Position Scope

• Short term focus: end-user technical support, ticket management, troubleshooting, onboarding, and IT documentation.
• Growth emphasis: gradually expand technical knowledge and responsibilities.
• Longer-term opportunities may include broader IT capabilities such as enterprise application administration, advanced systems or database administration, cybersecurity administration, network architecture, and software development.

Location: North Syracuse, NY (onsite)

Compensation: USD 60,000 - 75,000 per year