Innovative Solutions

IT Support Analyst

Reports into Rochester, NY

Sponsorship not specified$65k-$65kDetected 20 days ago

AWSCloud PlatformsRESTJiraCustomer SupportZendeskTCP/IPDNSVPNCommunicationProblem Solving

About the role

As an IT Support Analyst, you'll be the front line of technical support — helping customers resolve day-to-day IT issues across email, phone, and chat while keeping tickets moving through a shared queue on time and on SLA. You'll troubleshoot desktop, end-user, and Microsoft 365 problems for our traditional IT services customers, escalate to Engineering
when needed, and build foundational AWS cloud support skills as your experience grows. In this role, you'll work directly with customers and internal teams to deliver clear, timely communication throughout the life of every ticket — ensuring issues are resolved efficiently, customer satisfaction stays high, and our operational runbooks keep improving along

Build foundational AWS troubleshooting skills, assisting with cloud support tickets as your experience grows
Provide off-hours support on a rotational basis

1-3 years of related IT experience
Ability to clearly follow processes and procedures, and make sound decisions
Experience with ticketing/helpdesk systems like Autotask, ConnectWise, JIRA, ZenDesk, or similar
Desktop and end-user troubleshooting experience (Windows, Microsoft 365, and common business applications)
Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
Exposure to cloud platforms (AWS or similar) is a plus, but not required - we'll teach you the rest
You enjoy digging into customer problems and driving them to a successful resolution
You know your limits and aren't afraid to escalate or ask for help
You're curious about cloud computing, AI, and the broader tech industry, and eager to keep learning
You communicate clearly and professionally, even when a customer is frustrated
You're comfortable supporting both traditional on-prem IT and cloud-based environments, and motivated to grow your AWS skills over time

Assist customers via email, phone, and chat to troubleshoot and resolve day-to-day IT issues
Provide hands-on desktop and end-user support (hardware, software, Microsoft 365) for our traditional IT services customers

This listing is sourced directly from Innovative Solutions's careers page and normalized into a canonical job model.