IT Support/Field Technician

The responsibilities of the position are to monitor, manage and protect our client’s servers/workstations and network infrastructures by providing hardware, software and application support. The individual will also troubleshoot problem areas (in person, by phone, via e-mail or remote connectivity) in a timely, efficient, effective, professional and accurate manner, and provide end-user assistance when and where required following the accepted best practices. The perfect candidate will likely solve our client’s problems before they happen. This position requires server, network infrastructure and desktop support experience., * Perform onsite and/or remote diagnosis and resolution of client issues. Recommend and implement corrective measures for repairs as deemed necessary.

• Determine the need for and implement hardware performance upgrades to computers.
• Work with ISP’s/vendors to troubleshoot provider-sourced issues
• Monitor Service desk ticket queues to ensure efficient handling and prompt response.
• Maintain network, application, and system security and availability.
• Provide excellent ticketing work: accurate/complete information, efficient closing/escalation of issues, accurate time entries, etc.
• Document, create, and update standard operating procedures, network diagrams and device configurations as well as new findings and solutions within our knowledge base.
• Contribute to special internal and or client projects, as assigned
• Perform Active Directory and GPO account management
• Take ownership of information security, proactive system monitoring and risk mitigation
• Analyze records and logs to spot underlying trends and potential issues that could impact end users
• Other duties as assigned

• In-depth knowledge of Microsoft Windows 10/11 & Windows Server 2019/2022/2025+
• Excellent troubleshooting skills with understanding of cause-and-effect relationships in an enterprise environment.
• Excellent organizational, time-management and multi-tasking skills, including the ability to take initiative, prioritize duties, and work unsupervised.
• Networking experience (Cisco, preferred)
• Cybersecurity experience a plus (SonicWall, Fortinet, generic security, etc.)
• Knowledge of Autotask or other ticketing software is a plus.
• Excellent Customer Service experience; professional, friendly, and articulate
• Must be able to resolve issues in a timely manner to keep to a schedule when needed.
• Must be able to physically move workstations, servers, printers, etc. (<50 lbs.)
• Maintain an awareness of new technologies and how they may benefit clients and the company.
• A desire to improve skillset by earning industry certifications (We may pay for them!)
• Ability to manage multiple priorities and follow through on projects to completion
• Must have reliable vehicle.
• Knowledge Pluses: Vmware, Mac OSX, Linux, HyperV, Sonicwall, Cisco, Fortinet, RMM/PSA, etc.

Job Types: Full-time, W2

Full-time position that may require extended work hours. Typical work schedule is Monday-Friday 8am - 5pm PT. Most work can be done remotely (from home) but client-site visits will be required, likely infrequently. May have to work overtime, respond to emergencies in the event of system failures, or those caused by environmental factors. On-call availability as needed/required. Schedules may include a number of days per month, after hours and/or weekend support.

Experience:

• Desktop Support: 2 years (Required)
• Helpdesk: 2 years (Required)
• IT: 3 years (Required)

Education:

• High school or equivalent (Required)
• College degree (Preferred)
• Relevant IT certifications [A+, Network+, MCP, MCSE, LPI, etc.] (Preferred), * Dependable – more reliable than spontaneous
• People-oriented – enjoys interacting with people and working on group projects
• Adaptable/flexible – enjoys doing work that requires frequent shifts in direction
• Detail-oriented – would rather focus on the details of work than the bigger picture
• Autonomous/Independent – enjoys working with little direction

Job Type: Full-time

Pay: $42,000.00 - $60,000.00 per year

Education:

• High school or equivalent (Required)

Experience:

• IT Support: 3 years (Required)
• Desktop Support: 2 years (Required)
• Helpdesk: 2 years (Required)

License/Certification:

• Driver’s License (Required)

We are an IT Managed Security Service Provider (MSSP) based in New York with client operations in Connecticut and New York as well as several international locations. Our clients are businesses that range from one person firms to global Fortune 50 companies, in which we provide the following services: Help Desk/Desktop Support, Cybersecurity, Auditing/Governance/Compliance, Application Support and Administration, Network Support and Administration as well as strategic leadership (CIO/CTO/CISO). Our company philosophy is to grow and foster deep and strategic partnerships with our clients by providing exceptional service and support. Our Leadership Team is young with high energy and technical skills that strives to provide a great environment for everyone.