IT Technician Specialist

Essential Duties and Responsibilities:

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 Track-It 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.

 EXPERIENCE & SKILLS REQUIRED

• 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.

 PERSONAL QUALIFICATIONS:

• 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