Managed Services IT Technician I, Full-Time - goldenwestcorp

 General Summary:

The Managed Services IT Technician I responds to customer technology issues to provide a quick and comprehensive solution. This position also provides proactive work monitoring systems, tools, and alerts to address underlying problems. The Managed Services IT Technician I is responsible for supporting and maintaining clients computer hardware, software, and networks, including desktops, servers, switches, routers, wireless access points, firewalls, printers, and backup systems. The technician works closely with customers, providing clear and concise information and updates during troubleshooting. This role also analyzes and responds to network and security-related alerts for managed devices/services.

Essential Job Functions:

• Provides remote support for Windows desktop and server operating systems.
• Provides remote support for switches, routers, wireless access points, firewalls, and backup systems.
• Provides remote support for printers and other peripherals.
• Schedules and deploys firewall firmware upgrades.
• Analyzes and sends notifications for security detections.
• Analyzes and responds to network alerts.
• Provides system backup monitoring and support.
• Efficiently tracks time and provides detailed work-performed documentation.
• Creates accurate documentation of customer network infrastructure, servers, contacts, software, and hardware installations.
• Provide feedback to identify where further administration and automation are needed.
• Provides excellent customer service in support of customer technology needs.
• Participates in an on-call rotation.
• Maintains confidentiality.
• Gains and maintains relevant professional certifications to ensure expertise in current technologies and methodologies.

Other Responsibilities:

• Performs all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• Knowledge of Microsoft Desktop and Server Operating Systems.
• Knowledge of workstation, server, printer, and other related hardware.
• Knowledge of networking equipment, including hardware firewalls.
• Knowledge of standard network diagnostics and IT troubleshooting techniques.
• Knowledge of cybersecurity principles and methods.
• Knowledge of Microsoft Office and other common business applications.
• Knowledge of Microsoft cloud solutions, including M365, Azure, etc.
• Ability to create documentation for installation, configuration, troubleshooting, SOPs, KBAs, etc.
• Must be able to work independently and make sound technical decisions using the information at hand.
• Must possess excellent customer service skills.
• Ability to problem solve, using all available resources to find resolution.
• Ability to communicate verbally and in written formats with customers, co-workers, and business associates professionally and courteously.
• Ability to function effectively as a team player.
• Ability to adapt to changes in the work environment and external influences.
• Ability to manage competing demands and change approaches or methods to fit the situation best.
• Ability to deal with frequent changes, delays, or unexpected events.
• Ability to undertake self-development activities.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to comprehend, interpret, and implement a variety of technical instructions.
• Knowledge of Company policies and procedures.

Education and/or Experience:

• Degree in Information Technology, Information Systems, Computer Science, Computer Engineering, or related fields; or a minimum of 2 years of related experience and/or training; or equivalent combination of education and experience.

Certifications, Licenses, Registrations:

• Must be able to obtain position-relevant certifications within 1 year of start date.
• CompTIA A+, Network+, or equivalent education/certification is highly preferred.
• Microsoft certification preferred.

Other Qualifications and Credentials:

Physical Requirements:
 

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
 

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.