Technical Support Specialist

Technical Support Specialist
Pay range: $60-75k DOE
**This position is located in Syracuse, NY.
Bluefors and Cryomech have recently joined innovative forces to become a world leader in cryogenic technology and manufacturing. Now, as the new Bluefors, a company of 600 professionals from 50+ different nationalities and growing, we are proud to continue serving quantum technology, scientific and other select industries throughout the world.
Bluefors is a Finnish-based company formed in 2008 and quickly became a market-leader in ultra-low temperature systems. We design, customize and manufacture measurement systems that can provide a clean and quiet environment for scientific research. Cryomech, a world leader in cryocoolers and cryogenic systems, has been a Syracuse-based high-tech manufacturer since 1963, and will continue to be the brand of product lines from Syracuse.
Together we have a strong focus on the quantum computing and information community, and we are here to support scientists and industries go further in their endeavors. For this we have brought together the best minds from a variety of fields. Here we are curious to the core, have wide-range expertise, and have one mission: progress. Together we deliver systems all around the world and the markets for our products are constantly growing.
Position Summary
The Technical Support Specialist is responsible for the installation, configuration, maintenance, and troubleshooting of hardware, software, networks, and servers. This role provides technical assistance and support for our internal users.
Essential Duties and Responsibilities

• Install, configure, and maintain computer systems, servers, networks, and peripherals.
• Monitor system performance, troubleshoot issues, and ensure system availability and reliability.
• Manage user accounts, permissions, and security settings.
• Perform regular system backups and implement disaster recovery plans.
• Collaborate with IT teams and vendors to resolve technical issues and implement system upgrades and enhancements.
• Evaluate and recommend hardware, software, and network technologies to improve system performance and security.
• Develop and maintain documentation of system configurations, procedures, and troubleshooting guides.
• Ensure compliance with organizational policies and industry best practices.
• Provide technical support and assistance to end users, including training and guidance.
• Stay up to date with emerging technologies and industry trends.
• Provide first-line technical support to end-users via various channels, including phone, email, and in-person interactions.
• Respond promptly and professionally to user inquiries, providing guidance and troubleshooting assistance to resolve hardware, software, and network-related issues.
• Document, track, and monitor all user requests and incidents in the help desk ticketing system, ensuring accurate and timely updates throughout the resolution process.
• Diagnose and resolve basic technical problems related to computer systems, software, and peripherals, escalating complex issues to higher-level support teams as necessary.
• Install, configure, and troubleshoot software applications, ensuring proper functionality and user access.
• Assist in user onboarding and offboarding processes, including the setup of user accounts, equipment provisioning, and software installations.
• Educate users on basic software and hardware functionality, providing guidance and tips to enhance their productivity and minimize future support needs.
• Collaborate with team members to identify recurring issues and contribute to the development of knowledge base articles and self-help resources to empower end-users.
• Stay updated on emerging technologies, software updates, and industry trends to continuously improve technical knowledge and skills.
• Adhere to established service level agreements (SLAs) to ensure timely response and resolution of user issues, maintaining high levels of customer satisfaction.
• Maintain strict confidentiality regarding all company proprietary information
• Other duties as assigned

Qualifications and Education Requirements

• Bachelor's Degree or equivalent required.
• Minimum of three years' experience as a System Administrator, Level 2 Help Desk Support, or similar role.
• Relevant certifications, such as Microsoft Certified System Administrator (MCSA) or CompTIA Server+, are a plus.

Employee Benefits

• Bluefors offers a generous benefits package including health, dental, vision, 401K, long and short-term disability, life, training, tuition reimbursement, and Paid Time Off (PTO).

This role does not offer sponsorship for work authorization.
Bluefors Cryocooler Technologies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration regardless of disability status, veteran status, or any other New York State or federally protected characteristic.
You will receive a confirmation email after you submit the first part of the application. If you do not receive an email, please check your spam folder.