IT Support Technician

The IT Support Specialist is responsible for the installation, configuration, administration, maintenance, and troubleshooting of the company’s technology infrastructure, including desktop computers, servers, network equipment, software, and related systems. This position provides Level 1, Level 2, and Level 3 technical support, manages service requests, maintains system and network documentation, coordinates with third-party vendors, and assists with technology projects, security, preventative maintenance, and infrastructure improvements. The role works to ensure the reliability, security, and efficiency of the company’s technology environment while providing excellent customer service to employees., General IT Support

• Install, configure, and maintain computers, peripherals, network equipment, servers, and software.
• Provide technical support to employees by phone, remotely, and in person.
• Manage and resolve service requests using the Track-It system.
• Coordinate with IT vendors and Managed Services providers to resolve technical issues.

Troubleshooting and Maintenance

• Diagnose and resolve hardware, software, server, and network issues.
• Provide Level 2 and Level 3 support and serve as an escalation resource for support technicians.
• Monitor system performance, network connectivity, and security.
• Perform preventative maintenance, updates, patches, and firmware upgrades.
• Participate in after-hours maintenance, troubleshooting, and on-call support as needed.

Systems and Network Administration

• Install, configure, and maintain servers, operating systems, applications, and network equipment.
• Support LAN, switches, routers, firewalls, VPNs, Active Directory, Microsoft Exchange, and virtualization.
• Manage system backups, restoration, directory services, and network security.
• Assist with employee onboarding, offboarding, user accounts, and access permissions.

Infrastructure and Project Management

• Create and maintain documentation for server and network topology, equipment, and configurations.
• Develop project plans and assist with designing and implementing technology solutions.
• Prepare technical specifications and purchasing requests for servers, network equipment, and related technology.
• Evaluate new hardware, software, and systems for compatibility and performance.
• Recommend technology upgrades and process improvements.

Documentation and Reporting

• Document technical issues, resolutions, procedures, and system configurations.
• Maintain technology documentation, user guides, and preventative maintenance records.
• Assist with monthly Managed Services reports and technical recommendations.
• Maintain accurate service records and equipment documentation.

IT Administration and Vendor Coordination

• Manage and maintain the support system and technology equipment check-in/check-out process.
• Coordinate with vendors and Managed Services providers on technical issues, projects, and equipment purchases.
• Assist with system monitoring, asset management, and technology implementations.
• Assess IT processes and recommend improvements to efficiency and service delivery.

Customer Service and Professional Development

• Provide professional, responsive customer service and communicate technical information clearly.
• Stay current with technology updates, system changes, security practices, and industry standards.
• Perform other related duties and special projects as assigned.

• 7-9 years of prior IT experience. Prior experience working for a service provider is a plus
• Demonstrated ability to effectively communicate by phone or in person.
• Demonstrated written communication skills.
• Demonstrated ability to achieve successful outcomes in handling difficult situations and work with various customers and management levels.
• Demonstrated analytical and troubleshooting skills.
• Demonstrated ability to work in a fast paced environment.
• Shows initiative and acts independently to resolve problems.
• Demonstrated ability to manage multiple priorities and follow through on projects to completion.
• Works effectively both as a team member and independently.
• Effectively utilizes tools to resolve issues and escalates appropriately.
• Network configuration, monitoring, and troubleshooting experience are a must.
• Experience working with Windows 2003-2012, VMware, SBS Server, Storage Technologies.
• Microsoft certifications a plus.
• Hands on experience with Wired and Wireless networking, PC and server virtualization software, virus protection, backup systems.
• Proven background of providing great customer service.
• Ability to work independently, prioritizes existing projects, and proactively determine areas requiring additional attention, monitoring, or maintenance.
• Strong documentation skills., * Detail oriented and thorough
• Strong project management skills
• Clear, concise and structured thinker and communicator
• Positive attitude that remains consistent despite challenging or changing situations
• Ethical behavior in all dealings and interactions
• Exercises sound judgment in addressing issues
• Achieves and maintains a high level of technical and tactical competency
• Understands and responsive to the needs of other business owners, divisions and departments
• Demonstrates passion in his/her work
• Knows how and when to appropriate escalate matters needing management attention

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan