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).

Job Summary

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.

Salary Range

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

Hours
Various (3:00pm-11:00pm; 11:00pm-7:00am Eastern Time)

Schedule
Sat-Wed OR Wed-Sun (Consistent Weekend Availability)

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

Basic Qualifications

• 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

Preferred 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

What awaits you at Rapid Response

• 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

About Rapid Response

Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response center focused on protecting life, residences, and businesses. Whether it’s a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service conversations, our heroes are here to serve every day - 24/7, 365 days a year. Supported by teams of experts in their respective fields, our highly trained specialists are the monitoring backbone for thousands of alarm companies across the country. If you are in search of a unique, rewarding career opportunity in an industry like no other, join #TeamRapid!

Located in Franklin Square, Rapid Response prides itself as a newly remodeled state-of-the-art facility containing ultra-modern technology. From touch-free entrances and continual sanitization to iPad break rooms and comfortable lounge areas, our employees enjoy a pristine and contemporary work environment.

Additional Information

Rapid Response offers a competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at https://www.rrms.com/careers/. Rapid Response is an Equal Opportunity Employer.