Title:  IT Customer Service

Job Title: IT Customer Service

Job Code: 36196

Job Location: Rochester, NY

Job Schedule: 9/80 (Every other Friday off)

Job Description:

This is an End User Desktop Support position that requires proficiency with Windows desktop operating systems to support our classified environment in the Rochester area. Primary responsibility is to be the customer support interface, dealing primarily with desktop support issues ranging from maintaining desktop systems (virtual or physical) and applications. The position will also provide support for secure and unclassified phones, including setup/provisioning and troubleshooting. This position will provide ample opportunities for professional growth and to learn new technologies and develop skills.

Essential Functions:

• Responsible for day-to-day support of desktop Microsoft Windows in a closed environment, virtual, or physical
• Manage assigned tickets in ServiceNow at required SLA levels and escalate tickets to higher-level support as required
• Provide direct front end support to users, first level support for desktop-related items such as application issues and other IT-related issues including application, voice (phone), and data access issues
• Deliver new systems to employees and remove equipment as required following the processes dictated by the security team
• Support ongoing projects to replace or upgrade existing IT equipment as required
• Assist with RMF and ICD 503 compliance as required by security
• Utilize excellent written and verbal communication skills at all levels of the organization
• Ability to travel between L3Harris facilities within the Rochester area

Qualifications:

• Active Top Secret/SCI security clearance and willingness to submit to a CI Poly
• Security+ CE or any DoD 8570 IAT Level I or higher approved certification
• Bachelor’s Degree and a minimum of 2 years of prior related experience; Or, Graduate Degree or equivalent with 0 to 2 years of prior related experience; Or, in lieu of a degree, a minimum of 6 years of prior related experience

Preferred Additional Skills:

• Active Top Secret/SCI with CI Poly
• Experience with Wyse Management Suite
• Active Directory and GPO management experience
• Experience with Microsoft Exchange
• Knowledge of basic networking concepts and working principles
• Experience with Cisco routers & switches, SCCM, and supporting RedHat, CentOS, or Ubuntu Linux
• Network certification a plus

In compliance with pay transparency requirements, the salary range for this role in New York state is $52,500-$97,500. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. L3Harris also offers a variety of benefits, including health and disability insurance, 401(k) match, flexible spending accounts, EAP, education assistance, parental leave, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, schedule type, and the applicability of collective bargaining agreements.

The application window for this requisition is anticipated to close July 07, 2026.

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