Major Goals and Responsibilities:

As a Systems Analyst for one of our engineering customers, you will work as a proactive maintenance and escalation resource. The team will work directly with its customers to provide comprehensive remote support for their technology needs. Candidates should know Windows-based technology. This includes the ability to intuitively troubleshoot a wide array of hardware and software issues within a Windows environment as well as mobile applications, IP phone management and intermediate networking issues.

Essential Activities:

This position will include but is not limited to the following duties.

• Provide excellent technical support to our clients via phone, e-mail, remote, and onsite service
• Maintain, troubleshoot, and install Windows desktops, Windows Server, Mac, Android, and IOS devices and provide network infrastructure support and troubleshooting.
• Maintain client satisfaction through professional and courteous service.
• Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.

Prerequisites (i.e... education, experience):

• At least 3 years of experience working for a successful IT service company, corporate helpdesk, or similar environment.
• A “Customer 1st” philosophy and mindset.
• The ability to be punctual. Someone who believes that early is on time, on time is late, and late is unacceptable.
• The ability to cheerfully take ownership of any problem.
• The ability to design and execute a plan.
• The desire to have a professional and polished image.
• The discipline to create and maintain strong documentation.
• Ability to provide oral or written communication of complex topics in simple terms and keep customers informed of current requests.

Required

• 8-10 Years of Experience
• Windows Server (2008 through 2022)
• Microsoft Exchange (Premise and Office 365)
• MCSE or MCITP Server Admin Highly Desired
• Active Directory
• Network Administration (DHCP, DNS, TCP/IP etc.)
• Remote Desktop Services (Terminal Services)
• Virtualization (VMware and HyperV)
• Backup and DR 
• Cisco Meraki or Datto Networking experience helpful.
• Able to effectively communicate with users and vendors (written and verbal)
• Organized, detailed-oriented, dependable, and flexible
• Ability to excel in a team-oriented, collaborative, and fast-paced environment
• Microsoft Certified Professional or equivalent
• Experience working for a VAR, MSP, or IT Services firm (a plus)
• Good problem-solving skills.
• Ability to work under moderate supervision.
• Sales Engineering experience a plus.
• Exceptional interpersonal skills with a focus on rapport-building, listening and questioning skills
• Ability to work Monday through Friday 8am to 5pm with a rotating on-call schedule.
• Candidates for this position must be authorized to work in the United States on a full-time basis for an employer without restriction.
• Valid Driver License and ability to drive to customer locations when required

Preferred

• Computer technology 2- or 4-year degree.
• CompTIA Network+ and/or CompTIA Security+ certifications
• Microsoft Certified Desktop Support Technician
• Microsoft Certified Windows Server installing, configuring, and administering.
• Experience managing on prem and hosted versions of Microsoft Exchange.
• Linux, Unix, or Mac experience
• Experience configuring, maintaining, and troubleshooting firewalls.
• Experience with Office365 hosted systems, Exchange, Teams, SharePoint
• CCNA, CMNA, or Equivalent networking experience.
• Experience with Cisco Meraki, Datto BCDR, Autotask, Continuum, Webroot.

Compensation methods

• Compensation is dependent upon experience
• Salary base with bonus plan based on individual and company performance