Position Description & Summary Statement
Provides technical infrastructure and application Tier 1 escalations and Tier 2 support of hardware, server and network infrastructure. Provides service desk ticket support to IT users. Documents incident response for tracking and reporting. Takes a hands-on role in applicable hardware/software/network installations configurations as requested.
Essential Position Qualifications
- Bachelor’s degree in Information Technology or 5 years related work experience
- 8+ years of progressive information technology troubleshooting experience in a multi-user environment
- 8+ years of Tier 1 and Tier 2 customer support/helpdesk experience
- Working knowledge of networking standards and protocols (WAN/LAN/Wi-Fi)
- Working knowledge of on-premise Active Directory and MS Entra ID (formerly Azure AD)
- Working knowledge of MDM Administration & App Deployment, experience with Intune a plus
- Working knowledge of MacOS and hardware
- Other Technology requirements:
- Microsoft Windows 11; Server 2016/2019; Office365 Suite; Active Directory/Entra ID; Antivirus (Defender); Intune; Android/iOS mobile device support; VPN support; laptop/desktop and peripherals; Amazon Web Services
- Excellent verbal & written communication skills, particularly with interpersonal format
- Strong analysis and prioritization skills
- Adaptable to changing technologies and their workplace application
- Desire and capability to learn new technologies and provide appropriate service support (i.e. desktop/laptop imaging, hardware and software maintenance)
- Ability to work independently and in a dynamic environment
- Ability to present ideas effectively to business and IT stakeholders
Assigned Responsibilities & Duties
- Upgrading, installing, and configuring application software and computer hardware
- Troubleshooting and providing technical support to users
- User account administration (new user creation & deactivations, providing system permissions)
- Performing regular security tests and security monitoring
- Maintaining networks and network file systems (onsite SAN)
- Responds to requests for assistance from users and provide Tier 1 & 2 hardware, software and network troubleshooting & support
- Serves as escalation point for all unresolved Tier 1 support issues
- Performs project tasks as part of a team, acting independently where required
- Maintains IT certifications and up to date knowledge to meet the evolving needs of the organization and its users
- Experience working with a ticketing system
- Aids IT Security personnel in the maintenance of spam filters, web filters and other related technology
- Meeting with users to understand usage situations and assistance needs
- Satisfies assistance requests in accordance with established SLAs
- Provides appropriate technical advice or specific technical support as requested or as identified for the user
- Assists as needed to resolve technical problems which may involve a combination of hardware, software, and networking issues
- Provides infrastructure/technology expertise; aids in identification of technology improvements
- Assists in the creation of user manuals and usage procedure guides
- Responsible for assistance in the maintenance of IT infrastructure networks, routers, switches, backups, software testing, and hardware replacement/updates. Experience with Cisco networking gear a plus
- Provides regular status reporting to management
- Escalates issues according to company guidelines
- Interface with infrastructure, database, and development personnel, partners and vendors
- Actively contribute to ongoing process improvement
- Documenting position processes
- Camera system and application support, experience with exacqVision a plus
- Capable of fulfilling evening, weekend, and extended hours/days as required
- Capable of traveling to user sites as required, multi-site support
- Responsible for other duties as assigned
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