Senior IT Support Specialist - network troubleshooting (remote)

Redstone Ember Learning Group runs classrooms and tutoring across the Rochester area, and we need a Senior IT Support Specialist to lead our network troubleshooting. You would join a small organisation of about 22 people, working mostly from home. What you will do • Troubleshoot Wi-Fi, VPN and software problems and escalate vendor issues with clear notes. • Answer support requests by phone, chat and in person and log every ticket. • Write short how-to guides for problems that keep recurring. • Set up, repair and retire laptops, phones and printers. • Keep an accurate asset list and patch schedule. What we are looking for • A patient way with colleagues who are not technical. • One to three years of help-desk or desktop-support experience. • Working knowledge of Windows, macOS and Microsoft 365. Nice to have • CompTIA A+ or similar certification. • Experience with family communication. Working arrangement • Part-time, about 28 hours a week, spread across three days. • Remote-friendly, with a monthly team day in Rochester. • We will tell you what to expect at each step of the hiring process.