Ban-Koe was founded in 1981 on the core operating principals of all businesses; Workforce Management and Workplace Security. We are a privately held U.S. based Corporation. By aligning ourselves with life safety and security industry leaders for decades, we have continued to evolve our solutions and disciplines into the forefront of today’s technologies through innovation, creativity and knowledge.

We are hiring a Systems Analyst to join our Bloomington headquarters. Join a stable growing family-owned business to business environment.

POSITION PURPOSE:

This position is responsible for providing technical support to our end users. The IT Support Specialist will be required to diagnose and troubleshoot software, hardware, network, and application issues. This role will also be responsible for the setup and deployment of new users, including desktop/laptop imaging and user access control. The IT Support Specialist reports to the IT Director and will also provide support to the Business as directed.

PRINCIPAL ACCOUNTABILITIES:

• Identify, research, and resolve technical problems.
• Document, track, and monitor the problem to ensure a timely resolution.
• Provide first level support and convey resolutions to customer issues both onsite and via remote assistance.
• Manage the technical support queue for resolution or invoke appropriate escalation when needed.
• Track, route and redirect problems to correct resources.
• Follow up with customers, provide feedback and see problems through to resolution.
• Provide excellent customer service and exceed customers’ expectations.
• Ensure proper recording, documentation and closure in help desk ticketing system.
• Recommended procedure modifications or improvements.
• Preserve and grow the knowledge base of help desk procedures, products and services.
• Work with external vendors/partners to resolve critical issues.
• Adhere to all company standards and policies.
• Maintain a clean and orderly work area.
• Conduct himself/herself in a professional manner in accordance with company guidelines.
• Light travel is required within the tri-state region.
• Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of PC hardware at a component level (video cards, NIC’s, fans, memory etc.).
• Working knowledge of the latest Microsoft Windows Operating Systems.
• Working knowledge of latest Windows Server Operating Systems.
• Working knowledge of VoIP systems.
• Familiarity with help desk ticketing systems and associated terminology.
• Basic knowledge of network functions and protocols; IP addressing, DNS, DHCP.
• Basic knowledge of network firewalls; NAT Routing, Port forwarding.
• Familiarity with Microsoft Active Directory and tools required for user administration.
• Experience with remote administration tools (VNC, RDP, AnyDesk).
• Experience with Server Virtualization Software (Hyper-V).
• Working knowledge of On-Prem Microsoft Exchange email environment.
• Ability to research and self-identify solutions.
• Self-motivated and can-do attitude.
• Strong client-facing and communication skills.
• Strong organizational skills to manage multiple tasks with attention to detail.

EDUCATION AND EXPERIENCE:

Required:

• Associates degree in an IT/systems and infrastructure program.
• 2 years’ experience in IT support capacity.

Preferred:

• IT Certification desired – MCSA/CCENT/A /Network /ITIL Foundations
• MSSQL basics
• Hyper-V experience
• Scripting (BAT, Power Shell, MSSQL) basics
• Linux OS Basics

Job Type: Full-time

Pay: Up to $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• What is your expectation for a starting annual salary?
• Are you able to work on-site Monday - Friday, 8am - 5pm with some flexibility? (this is not a remote position)

Education:

• Associate (Preferred)

Work Location: In person