The IT Operations Support Technician is a full-time position at The PRC Group corporate office in Red Bank, NJ. This position involves a combination of technical support for employee hardware and software, and IT infrastructure support and maintenance. They are responsible for responding to employee technical support requests, resolving requests in a timely manner and following up with users to ensure all requests have been adequately addressed and resolved. The technician will be responsible for troubleshooting hardware and software issues and ensuring the efficient operation of IT systems. The IT Operations Support Technician has at least 2 years of experience with help desk support and 2 years of experience with network administration in a multi-location environment and is experienced with supporting remote users.

This role reports to the Chief Information Officer (CIO).

Responsibilities

Technical Support

• Provide Tier 1 / Tier 2 technical support to employees.
• Create help desk support tickets and document ticket status.
• Follow help desk support issues through to completion.
• Travel to sites as needed to support staff and vendor technicians.

Troubleshooting

• Troubleshoot hardware and software problems on computers, peripherals, and other technical devices.
• Investigate and troubleshoot network and communications connectivity issues.
• Identify, assess, and provide solutions for hardware/software issues.

Installation, Administration and Updates

• Install and configure IT devices.
• Maintain (patches, updates, and fixes) software used on technical systems.
• Assign or revoke credentials on various technical systems.
• Microsoft Active Directory and Azure AD administration.
• Microsoft Exchange Online and Microsoft 365 administration.

System Monitoring and Maintenance

• Monitor IT systems for performance issues and proactively address them.
• Perform routine system checks and maintenance tasks to ensure optimal operation.
• Maintain asset management of IT hardware, software, and licensing.

User Training

• Create and maintain procedures for various tasks related to technical systems.
• Provide training resources for employees.
• Perform group training sessions.

Other

• Learn and support various company wide applications as required.
• Perform other related duties consistent with the scope & intent of the position.

Education and Certification

• Associate's degree is required, a Bachelor's degree is preferred.
• IT certifications in hardware, networking, security, and Microsoft Office products such as CompTIA's A , Network , Security and Microsoft 365 Fundamentals or similar.

Experience

• 2 years in IT support.
• 2 years as network systems administrator.
• Experience with domain admin, cybersecurity, and database admin.
• Experience with software updates, licensing, and security.
• Experience with camera systems is a plus.
• Experience with access control systems is a plus.
• Experience with accounting, property management and construction are a plus.
• Experience with Yardi or similar software is a plus.

Skills

• Strong knowledge of Windows operating systems.
• Strong knowledge of IT infrastructure, including TCP/IP Networking, Firewalls, VPNs.
• Strong knowledge of computer and networking hardware.
• Proficient with Microsoft Office 365.
• Proficient with Windows Server OS, including AD, HyperV, DNS, GPO.
• Proficient with Zoom and Microsoft Teams video conferencing.
• Knowledge of Audio/Video technology.
• Ability to multitask and prioritize work.
• Strong troubleshooting and problem-solving skills
• Strong customer service, communication, organizational and written skills.
• Ability to work quickly to resolve technical issues.
• Ability to work independently as well as in a team.
• Possess a very positive and approachable attitude.
• Complete tasks timely and accurately.
• Organized and detail oriented.

Other Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift equipment up to 50 pounds.
• Must be able to use small tools.
• Own a vehicle and maintain a valid driver's license.
• Travel as needed to our properties.
• Minimal after-hours and weekend work for emergencies and projects.