IT Support Specialist - Rapid Response Monitoring

Location

This position is 100% in-office and reports to our facility on-site in Syracuse, NY

Role Summary

Are you a passionate IT professional, interested in working in a dynamic environment comprised of software and equipment from several of the world’s leading IT manufacturers? Do you have a knack for solving problems? Do you thrive in a fast-paced environment and enjoy helping others? If so, we want you on our team! Rapid Response is seeking an IT Support Specialist to join our growing IT department in our Syracuse office. You will play a vital role in providing exceptional technical support to Rapid Response team members.

Salary Range

$50,000 - $70,000 based upon experience

Responsibilities

• Be the first line of defense for all IT-related issues submitted through Rapid Response's ticketing system.
• Troubleshoot hardware and software problems efficiently using best practices, internal tools, and external resources.
• Perform system & network monitoring, executing Tier 1 maintenance and escalating to senior engineers when necessary.
• Document all support requests meticulously in the ticketing system, including details like follow-up conversations, troubleshooting steps, and resolution.
• Collaborate with Tier 2 engineers to resolve complex issues, learning advanced troubleshooting techniques in the process.
• Continuously seek ways to improve the IT support department's procedures and service delivery.
• Maintain excellent organizational skills and a keen eye for detail.
• Work with a sense of urgency to ensure timely resolution of issues.

Qualifications

• Minimum 2 years of experience in IT, computer science, information science, or a related field. Military service experience may be considered equivalent.
• Ability to juggle multiple systems simultaneously while providing exceptional customer service.
• Proficiency in common computer applications like Word, Excel, ticketing systems, and web applications.

Preferred Qualifications

• Prior experience in the alarm industry, including panel setup, configuration, and signal management, is a plus.
• A bachelor’s degree in IT, computer science, information science, or a related field is preferred.
• Industry certifications, such as CompTIA A+, Network +, CCNA or similar are a plus.

COVID-19 Requirements

• Must be fully vaccinated: 2 doses of Pfizer/Moderna or 1 dose of Johnson & Johnson, 2 weeks prior or more

What awaits you at Rapid Response

• Annual salary increases and performance bonuses
• Medical, Dental, Vision, and 401k
• Paid vacation and sick time
• Wellness program and 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.