IT Deskside Support Technician

The position will provide hands-on, on-site systems support spanning a diverse computing infrastructure that includes a variety of applications, hardware, and databases. The position manages systems that support the operation and mission of the entire business, including Windows and MAC devices, networks, SaaS applications, and AZURE and AWS envirionments

Responsibilities

• Installation, configuration, onsite support, and administration of mission critical applications and Windows and MAC devices
• Serves as escalation point for any IT issues unresolvable by level 1 support
• Develop, publish, and maintain technical system documentation
• Knowledge of IT change management methodologies and independent verification and validation processes for IT systems
• Evaluate engineering change proposals against baselines and processes
• Implementation and maintenance of system security configurations in accordance with industry standards
• Installation of application upgrades and patches in test and production environments
• Conduct vendor evaluations and make recommendations to management
• Experience with relational databases and applications in a SaaS environment
• Engages with Executive Leadership Team (ELT) on IT support, security and preventative maintenance issues
• Experience with JIRA Service Desk
• Administer networking equipment including VPN, switches, firewalls, DNS, DHCP servers
• Knowledge of the functions and capabilities of IT hardware and software in multiple layers of the technology stack
• Understanding of Cloud Computing environments, services, capabilities, architectures, and integration methods
• Understanding of hardware lifeycyle process. Laptop imgaging (staging), end user configuration, secure wiping of machines, end of life disposal, and legal or litigation hold
• Monitor hardware and supporting software for the purpose of ensuring that resources are available and utilized effectively
• Coordinate work assignments with other subject-matter experts
• Provide technical support and customer service directly to end users through the use of a ticketing system, telephone, electronic communication, and remote screen sharing
• Troubleshooting, diagnosis and timely resolution of system problems and issues engaging vendor support when appropriate
• Able to function in an on-call capacity during and after regular business hours
  
  

Requirements

• 3+ Years of working experience
• Understanding of Windows and MAC Hardware architectures
• Working knowledge of JIRA and SLACK, JAMF, InTune
• Proficient in the O365 Suite
• Experience with cloud computing platforms including Microsoft Azure, Amazon Web Services
• Microsoft Active Directory, Group Policy Objects
• Demonstrable diagnostic and troubleshooting skills
• Ability to simultaneously manage and organize several projects and regular duties
• Excellent English speaking and written communications skills
• Ability to work independently and be a "self-starter"
• Experience providing IT support to C-Suite executives