Description

We Offer:

• Competitive Pay
• Ongoing professional training
• Excellent benefits package including
• Medical
• Dental
• Vision
• Life, Long Term Disability, Critical Illness, Accident Insurance
• Legal Shield
• 401(k) and profit-sharing plan with employer match
• Paid Holiday, Sick and Vacation Time

About the Role

As a member of the Internal Support Center team, a Tier 1 End User Support Technician is responsible for employee issues such as solving usage problems and fulfilling service desk requests that need IT involvement. The ability to work independently and remain self-motivated is a must. A strong work ethic and a proven track record of attendance is essential. The expectation is that the technician will troubleshoot beyond the PC, including, network devices, and cloud systems. The Operations Engineer (Help Desk Technician) will work closely with the other staff members under the manager’s direction with responsibilities including, but not limited to:

• Responding to employee support requests that come in via phone, email, chat, or portal
• Interacting with employees using professionalism and promptness
• Jointly solving problems through collaboration with team members.
• Providing quality customer service skills in all forms of communication
• Collaborating with Tier 2 and Tier 3 technicians on escalated customer support requests
• Documenting resolutions and building knowledge base articles
• Tracking time and activity in a ticketing system
• Utilizing the monitoring and cybersecurity systems to triage alerts and alarms

Requirements

What You Bring to the Team – the ideal candidate will possess the following.

Minimum of 1 year administering/supporting the following:

• Remote-Desktop/Remote-App Environments
• Remote troubleshooting of printers/scanners/scan-to-fax
• Remote troubleshooting of VPN issues
• Office365/Microsoft365
• LAN/WAN environments

Preferred Skills

• Fundamental understanding of DNS, DHCP and TCP/IP
• Basic knowledge of back up technologies
• Basic knowledge of security practices and policies

Education Expectations

Associate degree in IT-related curriculum. Relevant and significant industry experience may provide as a substitute for the education requirement.

Preferred Certifications

Engaging in continued certification training and obtaining certifications to improve a skillset is strongly promoted and supported. As a Tier 1 Support Technician candidate, we are looking for:

• Microsoft 365 Fundamentals
• CompTIA Network