Responsibilities:
- Assist with setup, management, and maintenance of client IT systems
- Installing hardware
- Configuring server and backup systems
- Providing vendor support, as necessary
- Engaging with clients, relaying technical information, and troubleshooting all issues discovered
- Assist in change management and disaster response
- Actively apply policies and standards to all projects
- Must be able to work independently as well as function within a team of other technicians
- Troubleshoot Issues
- Monitor and provide troubleshooting support for clients
- When issues arise, analyze the root cause and resolve them promptly while updating clients all throughout
- Write Documentation
- Document procedures, device statuses, and other important technical information, recording details of the troubleshooting processes
- Ensure Compliance
- Enforce quality control to make sure that all output meets compliance standards by following established policies and procedures that ensure proper IT security
- Advise client on industry-specific compliance and regulatory requirements such as PCI DSS, HIPAA, SOX, GLBA, and FISMA
Requirements:
- Good oral and written communication skills
- Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing, or walking.
- Must be willing to submit to criminal and civil background check
- Technical Knowledge
- Knowledge of various virtualization technologies
- Knowledge of various network servers, storage arrays, routers, switches, and desktop platforms
- Knowledge of one or more of the following:
- Microsoft Active Directory
- Microsoft Exchange Server
- Microsoft 365
- Microsoft Windows
- Microsoft Office
- Problem-solving skills
- Ability to solve complex IT issues with little to no supervision
- Must be able to apply technical expertise across various client environments and solve any obstacles that arise, optimizing performance and resolving all errors
- Customer service
- Ability to interact with various personalities respectfully and with tact
- Interact with clients during all phases of service ticket, from troubleshooting to maintenance, being mindful of client needs and clearly communicating technical information
- Attention to detail
- Must be meticulous and detail oriented, investigating thoroughly to correct any issues while they are still minor
- Time management
- Effectively manage time and resources to meet predetermined service deadlines defined by client SLAs, often managing several tasks at once and coordinating with team members
Optional Preferred Qualifications
- Certifications (one or more)
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft 365
- Experience working with Remote Monitoring and Management (RMM) platforms
- Knowledge of PowerShell scripting
- Knowledge of various network practices and protocols including but not limited to
- TCP/IP
- DNS
- IPSEC
- VPN
- RDP
- LDAP
- EIGRP
- DFS
- DFSR
- NAT