IT Site Support Technician

As an IT Site Support Technician, you play a critical role in executing client's mission by supporting our internal and external users and providing IT Support, network, and other IT related services. You are responsible for troubleshooting routine and non-routine problems including desktop and application software support, networking, VOIP, print services, email, and hardware versus network issues onsite. You will also use specific IT skills and abilities to identify, develop, and maintain technologies where they most make sense.

One of the requirements for this position is a passion for serving customers with an ability to adapt quickly and engage in both problem resolution and problem prevention. We expect you to be a self-starter, technically adept, able to work independently and within a team, and have a friendly positive attitude.

• Analyze, test, and debug compute device systems
• Customize systems for specific functional areas or unique user needs
• Laptop/Desktop Break-Fix, Remote Desktop Support
• Support OS, variety of applications, security agents/services, and hardware issues for users (MAC OS, Windows, IOS, Android
• Resolve technical problems with Local Area Networks (LAN) and Wide Area Networks (WAN)
• Work with IT Infrastructure teams to setup and maintain existing infrastructure environments and assist with local changes
• Implement the necessary controls and procedures to protect information systems assets from intentional or inadvertent modification, disclosure, or destruction
• Reimaging with Data transfer a requirement
New HW delivery and setup
• May require lifting of boxes and compute HW in addition to installation under desks
• Printer installation and troubleshooting
• Problem diagnosis and resolution
• Reporting to customers and management on status, resource needs, and projected outcomes
• Ensure client satisfaction and client management
• Provide user training and education
• Remain current on emerging technologies via professional groups, trade magazines etc.

Skills

• Minimum 5 years of IT support experience, including a minimum of 2 years supporting executives
• Strong diagnostic skills and ability to troubleshoot computer hardware problems
• Advanced familiarity with Operating Systems:
MacOS
Windows
Android
IOS
• Proficient in the following: TCP/IP, DHCP/DNS, Routing, Network Testing, WIFI
• Technical knowledge of laptop PCs, zero clients, virtual workstations
• Microsoft Windows OS and networking
• Experience with JIRA, ServiceNow, or equivalent incident management systems
• Experience with Cisco Software and Cisco Meraki
• Experience with Active Directory, Encryption services, Amazon Workspaces, and Office365 would be plus
• Experience working in a Cloud environment would be preferred
• Basic knowledge of Applications troubleshooting
• Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Desktop Support
• Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to support deadlines; ability to work independently as well
• Ability to interface with executive level internal employees and troubleshoot their compute requirements
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
• Ability to follow standard engineering principles and practices
• Creative approach to problem solving
• Ability to handle multiple tasks concurrently with competing deadlines
• Ability to handle installations, troubleshooting, user training, and relationship management
• Ready to work in shift and provide on-call support