43 IT Professionals jobs in Troy

• Provide first-level technical support to users via phone, email, and remote access tools.
• Diagnose and resolve hardware, software, and network issues in a timely manner.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Troubleshoot user accounts, permissions, and access issues.
• Escalate complex technical problems to senior IT staff when necessary.
• Maintain accurate and detailed records of support requests and resolutions in the ticketing system.
• Create and update IT support documentation, FAQs, and user guides.
• Assist with user onboarding and offboarding processes.
• Participate in IT projects and initiatives as required.
• Stay up-to-date with the latest technology trends and support best practices.

• Lead and mentor a team of technical support specialists, fostering a customer-centric environment.
• Manage daily support operations, ensuring timely and effective resolution of customer inquiries and issues.
• Develop and implement support processes, procedures, and service level agreements (SLAs).
• Serve as a point of escalation for complex technical problems, providing advanced troubleshooting and resolution.
• Monitor support queues and key performance indicators (KPIs) to ensure service quality and efficiency.
• Train new support staff and conduct ongoing training for the team on products, tools, and troubleshooting techniques.
• Analyze support tickets and customer feedback to identify recurring issues and trends, providing insights for product development and process improvements.
• Maintain and update the knowledge base with accurate and comprehensive support documentation.
• Collaborate with other departments, such as engineering and product management, to address customer needs and advocate for product enhancements.
• Ensure customer satisfaction through effective communication and problem-solving.
• Contribute to the development of support tools and technologies.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 5+ years of experience in technical support or a customer service role within the IT industry.
• 2+ years of experience in a leadership or supervisory capacity.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Proven ability to troubleshoot and diagnose complex technical issues.
• Excellent communication, interpersonal, and customer service skills.
• Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Ability to manage and motivate a team effectively.
• Strong analytical and problem-solving abilities.
• Experience in creating and delivering training materials.

Job Description

About Us

Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at ‘a job’ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!

Position Overview

The Tier 1 Engineer will have responsibility for remote client support, as well as infrequent onsite support, including heavy interaction with end-users in diverse computing environments. Thrive is looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills and have the desire to learn and be involved in all aspects of IT. Thrive provides a unique work environment for ambitious individuals through an unparalleled diversity of work and opportunities for growth. Thrive employees work independently as client consultants, as well as collaborating with our exceptionally talented team of engineers, to provide the best-in-breed IT support for our clients.

Primary Responsibilities

• Ability to handle diverse computing environments in a wide cross section of business clients
• Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution
• Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause
• Sets client expectations appropriately throughout the troubleshooting process
• Utilizes appropriate software utilities, Thrives’ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents
• Monitor the Remote Service Center (RSC) Service Board for newly created service tickets
• Prioritize tickets created
• Follow Thrives’ best practices for escalating tickets to Tier 2 engineers
• Communicate steps taken during troubleshooting and resolutions through clear non-technical communication
• Demonstrate the correct level of urgency while resolving client incidents
• Resolution of incidents/requests related to, but not limited to the following:
• Mail Application/Office 365 issues
• Client/Server Connectivity issues (per SOP)
• Time Sensitive and VIP Workstation incidents
• File Restores
• Remote Access incidents (Citrix and Terminal Services)
• Password Resets
• Networked Printer Issues

Basic Qualifications

• Bachelor’s Degree, Technical Degree or equivalent work experience
• Excellent problem solver; able to prioritize and coordinate between tasks
• 2-4+ years desktop support experience
• Knowledge of mobile device configurations and troubleshooting
• Experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations
• Experience troubleshooting workstation hardware issues
• Knowledge and experience with Active Directory
• Ability to articulate technical information and convey to non-technical people
• Passionate about delivering excellent customer service
• Must be able to work effectively in a team environment as well as alone
• Excellent written and oral communication skills

Other Preferred Technical Knowledge

• In depth knowledge of Windows OS (7, 8.1, 10, etc.)
• Experience with Windows Server
• Experience with monitoring and remote management tools
• Experience with Apple OS
• Experience with VMWare

Preferred Certification

• CompTIA Net +
• Microsoft: MCP/MCITP/MCSA

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Job Description

ABOUT COE PRESS EQUIPMENT

Established in 1976, COE Press Equipment designs and manufactures a complete line of premiere coil handling and servo roll feed equipment from stand-alone roll feeds, straighteners, reels, cradles and air feeds to complete integrated feed lines and cut-to-length systems.

We are dedicated to providing the highest quality of products, services and solutions for our customers throughout the world. We earn our customer’s loyalty by providing high-value, innovative, and technically advanced systems that are delivered on-time and on-budget. We are committed to continuous research and development, world-class engineering, vertically integrated manufacturing, and relentless customer service.

Our solutions are developed by an experienced staff of dedicated employees that utilize best practices in a dynamic work environment.

We work together as a team so our weaknesses become stronger and our strengths are unsurpassed. If this sounds exciting, we’d love to hear from you!

THE IDEAL CANDIDATE WILL:

• Identify actions necessary to achieve task completion and to obtain results, meet schedules, deadlines, and performance goals.
• Prioritize and complete tasks in order to deliver desired outcomes within allotted time frames.
• Initiate and sustain momentum without external stimulation
• Establish a process for activities that lead to the implementation of systems, procedures or outcomes.

THE IT TECHNICAL SUPPORT SPECIALIST WILL:

• Create and manage new user accounts in Office 365 and third-party platforms.
• Build, configure, and deploy new desktop and laptop PCs for employees.
• Troubleshoot PC hardware and software issues, escalating to senior IT staff when necessary.
• Provide first-line support for internally developed software applications.
• Install, configure, and troubleshoot printers, scanners, and other office equipment.
• Perform routine system checks and updates on user machines.
• Monitor and maintain inventory of IT equipment, accessories, and licenses.

REQUIREMENTS:

• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 1–2 years of experience in IT support, helpdesk, or technical services.
• Experience with Microsoft Office products (Outlook, Excel, Word, Teams, OneDrive).
• Knowledge of Windows 10/11 operating systems.
• Familiarity with PC building, hardware replacement, and troubleshooting.
• Obtain and Maintain a Valid Driver License

• Leading and managing a team of technical support specialists.
• Overseeing daily helpdesk operations and ensuring timely resolution of customer issues.
• Providing advanced technical troubleshooting and support for hardware, software, and network problems.
• Mentoring, coaching, and training support agents to enhance their skills and performance.
• Developing and maintaining support documentation, knowledge base articles, and FAQs.
• Monitoring team performance against KPIs and SLAs, implementing corrective actions as needed.
• Analyzing support trends to identify systemic issues and recommend proactive solutions.
• Acting as a point of escalation for complex customer issues.
• Collaborating with IT and other departments to improve product stability and user experience.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in technical support or helpdesk roles, with at least 1 year in a supervisory or lead capacity.
• Strong understanding of operating systems (Windows, macOS), network protocols, and common software applications.
• Excellent troubleshooting and problem-solving skills.
• Proficient in helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
• Strong leadership, communication, and interpersonal skills.
• Ability to manage time effectively and prioritize tasks in a fast-paced environment.

• Provide advanced technical support and troubleshooting for hardware, software, and network issues via phone, email, and chat.
• Escalate complex technical problems to appropriate internal teams (e.g., engineering, development) and track resolution.
• Diagnose, troubleshoot, and resolve technical issues efficiently, ensuring minimal disruption to users.
• Develop and maintain comprehensive documentation of technical solutions, procedures, and best practices.
• Contribute to the creation and updating of a knowledge base to assist end-users and support staff.
• Conduct remote user training sessions on software usage and technical best practices.
• Monitor system performance and identify potential issues proactively.
• Assist in the onboarding and training of junior technical support staff.
• Gather customer feedback and report common issues to product and development teams to drive improvements.
• Ensure adherence to service level agreements (SLAs) and maintain high standards of customer service.
• Stay current with the latest technologies and industry trends relevant to technical support.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in technical support or helpdesk roles, with a strong emphasis on problem-solving complex issues.
• Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), common software applications, and network protocols.
• Experience with remote desktop support tools and ticketing systems (e.g., Zendesk, Jira Service Management).
• Excellent analytical and diagnostic skills with a systematic approach to problem-solving.
• Outstanding verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and manage time effectively in a remote setting.
• Certifications such as CompTIA A+, Network+, or ITIL are highly desirable.
• Experience with cloud platforms (AWS, Azure, GCP) is a plus.

• Provide advanced technical support to customers via phone, email, and chat, addressing complex hardware and software issues.
• Troubleshoot and diagnose product malfunctions, identifying root causes and implementing effective solutions.
• Escalate unresolved issues to appropriate engineering or development teams, providing detailed problem descriptions.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Train and mentor junior support staff, sharing expertise and best practices.
• Analyze support trends and provide feedback to product development teams for product enhancements.
• Manage customer escalations, ensuring timely and satisfactory resolution.
• Document all customer interactions and technical issues accurately in the CRM system.
• Contribute to the development of support strategies and processes to improve customer satisfaction.
• Stay up-to-date with product updates, new features, and industry best practices.

• Provide advanced technical support to customers via phone, email, and chat for complex product issues.
• Diagnose and resolve intricate software and hardware problems, escalating only when necessary.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Mentor and train junior technical support representatives, fostering their skill development.
• Identify trends in customer issues and provide feedback to product development and engineering teams.
• Participate in product testing and provide input on usability and functionality.
• Manage customer escalations and ensure timely and satisfactory resolution.
• Develop and implement strategies to improve customer satisfaction and first-contact resolution rates.
• Contribute to the development and delivery of customer training programs.
• Stay current with product updates, new features, and industry best practices.
• Collaborate effectively with cross-functional teams to address customer needs.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support, with a focus on complex problem-solving.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Experience with CRM systems (e.g., Salesforce, Zendesk) and ticketing systems.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Patience, empathy, and a customer-centric approach.
• Ability to work effectively in a hybrid environment, balancing remote and in-office work.
• Experience training or mentoring team members is highly desirable.
• Ability to manage multiple tasks and prioritize effectively.
• A proactive approach to problem-solving and continuous improvement.