Network Support Technician (On-site) - Wahaya IT
Baton Rouge, LA
About the Job
This on-site job for Network Support Technician will serve as a point of contact for customers seeking technical assistance and support. Their responsibilities will include troubleshooting and documenting customer issues in a timely and professional manner. They will be responsible for providing assistance with basic network and server administration.
This position maintains data communications equipment, troubleshoots end-user hardware and software problems, and responds to inquiries from end-users from various organizations: in person (providing field-based on-site support) and also through remote support of a RMM and a ticketing system.
This position requires the desire to continue to learn about new technologies and look for ways to implement them within client organizations, and to research the latest information technology security trends and threats. The abilty to make decisions quickly and decisively, often with limited information is required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Monitor client organization’s networks for security breaches and investigate violations when they occurs.
- Help to maintain the client organization’s cybersecurity plan.
- Assist end-users when they need to install or learn about new software, hardware or security products and/or procedures.
- Perform periodic hardware, software and security audits as needed.
- Ensure appropriate follow-up with end-users.
- Perform regular maintenance to ensure that networks operate correctly.
- Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems.
- Prioritize problems as they come in to Help Desk and escalate when necessary.
- Regularly analyze and review logs to determine if problems are imminent and develop solutions before they occur.
- Help maintain network and computer system security and ensure that all systems are operating correctly.
- Solve problems quickly when a user or an automated monitoring system lets them know about a problem.
- Prepare training materials and train users on the proper use of hardware, software; use new features of existing software; etc.
- Troubleshoot and analyze software, and hardware to identify issues and propose solutions.
- Document all support activities thoroughly, accurately, and in a timely manner.
- Test and evaluate computer hardware, software, and/or systems (networks).
- Perform periodic maintenance of the computer network (WAN/LAN, hardware, and software).
REQUIRED SKILLS AND QUALIFICATIONS
- Ability to communicate with customers, vendors, management, and coworkers is crucial. Regular use of phone and email for communication is essential. Hearing and vision correctable to within normal ranges is essential for normal conversations, receiving ordinary information, and communications and duties.
- The ability to remain in a stationary position roughly 60% of the time, as well as the ability to use a computer while sitting for extended periods is very common. Must also be able to position self to maintain equipment, including under tables and desks.
- Occasional heavy lifting is required, though regular exertion of 50 lbs. or less of force (e.g., picking up and carrying servers / batteries) may be routine. Good manual dexterity required to use common office equipment (e.g., computers, mobile devices, calculators, copiers, scanners).
- Associates or Vocational Degree in Computer Science or equivalent of A+ Certification, and Network+ Certification or similar experience and/or Minimum of two years of IT or IT Support or related experience is recommended.
- Ability to translate business needs into technology solutions is recommended.
- Ability to work independently with little direct supervision and contribute to a team environment.
- Experience with troubleshooting Microsoft Windows Products and related applications in business environments is required.
- Must possess knowledge of backup and recovery software application concepts.
- Familiar with antivirus, security software and troubleshooting services affected by these software applications.
- Possess a strong commitment to quality customer service and the ability to write and speak in a concise, clear and polite manner, including skills with communicating product/service-related concepts to technical and non-technical stakeholders.
- Knowledge of PC Hardware (computers, peripherals, printers, etc.), IP networking (TCP/IP) and commonly associated services (DHCP, DNS, FTP, etc.) and experience administering Active Directory users and groups is preferred.
- Must make decisions quickly, often with limited information, and work well in high-pressure situations (e.g., computer or system shutdowns).
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm in addition to the ability of understanding and following written and verbal instructions is required.
- Must be able to pass random drug testing and comprehensive background check.
- Valid driver's license and reliable transportation required.
ORGANIZATIONAL RELATIONSHIP
Reports directly to the organization’s Service Manager and/or Network Administrator. Works in conjunction with Service, Operations and Sales/Marketing Departments.
WORK ENVIRONMENT AND TRAVEL
Local area travel is required daily, as is valid Drivers License, proof of automobile insurance and reliable transportation. The job is performed 90% indoors and 10% outdoors. Extended periods of sitting while using a computer or other devices are common. This job posting is not a comprehensive job description and does not include all essential job duties related to this position.
BENEFITS
- Paid time off and holidays
- Tools provided
- Health/Dental/Vision insurance
- Other types of insurance
- Employee discounts
- Healthcare spending or reimbursement accounts such as HSAs or FSAs
- Mileage Reimbursement or use of company vehicle for required travel
- 401K Retirement benefit accounts
- Company paid travel for training and industry events
Source : Wahaya IT
