REPORTS TO: Customer Service Supervisor

FLSA STATUS: Non Exempt – Hourly

Position Summary: The Systems Support Technician, is an experienced IT generalist working in a service provider capacity in support. The Tech is the front line and is responsible for timely and accurate technical support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • – Provides support
  • – Participates in Tiered technical support
  • – Performs recurring Monitoring and Management tasks
  • – Participates in technical support, including configuration, troubleshooting, and security
  • – Works with the Technical Services team to monitor and respond to events
  • – Engages and manages vendor support escalations, as required
  • – Provides timely and clear communications to the client and the Technical Services team, as appropriate
  • – Performs additional duties and special projects, as assigned

JOB QUALIFICATIONS AND REQUIREMENTS:

   A) Knowledge/Skill/Ability

  • – The successful candidate will be able to perform each essential job duty satisfactorily. The requirements listed below are representative, but not   all-inclusive, of the knowledge, skill and/or ability desired:
  • – Experience with Microsoft desktop OS Support (XP, 7, 8) in business environments
  • – Solid knowledge of Microsoft Windows Server and Active Directory (2003, 2008, 2012)
  • – Solid knowledge with Windows system management tools, philosophies and methods
  • – Experience with Windows automation (scripting, imaging, installation, management) preferred
  • – Knowledge of antivirus/malware and patch management technologies
  • – Understanding of TCP/IP networking standards (DNS, DHCP)
  • – Experience with Microsoft Exchange administration and troubleshooting
  • – Basic knowledge of network concepts and functional working skills with various network technologies
  • – Basic understanding of Windows and network security best practices and strategies
  • – Analytical and process-oriented approach to troubleshooting issues and assigned tasks
  • – Effective working both independently and as a member of a team
  • – Customer Service and performance-driven
  • – Highly effective interpersonal and organizational skills
  • – Effective verbal and written communication

B) Education

  • – At least 2 years of experience in Information Technology infrastructure support, preferably in a Managed Services provider environment.
  • – Associate degree in Computer Science or related discipline or equivalent training preferred.
  • – Relevant Certifications (one or more preferred): A+, Network+, Security+
  • – MCP, MCTP, MCSA, MCSE or MCITP
  • – VCP
  • – CCA
  • – CCENT or CCNA

 C) Special Requirements

  • – Irregular Work Schedule frequently required (Late / Flexible Hours)
  • – Emergency Availability, as required
  • – Valid MI Driver’s License and reliable vehicle

D) Physical Demands

  • – The physical demands described here are representative of those that must be met by an employee to successfully perform the essential    functions of the Support Technician job:
  • – Must be able to sit for extended periods of time, performing work on a computer
  • – Must be able to occasionally lift parcels weighing in excess of 30 pounds
  • – Must be able to bend and flex during tasks such as equipment transport and installations

Job Type: Full-time

Required education: Associate degree

Please send your cover letter and resume to careers@iservgroup.com.