· Performs helpdesk support for EGT and our contracted MSP clients

· First point of escalation for IT Services Engineers

· Monitors critical systems (e.g. VM Hosts, Datto, AWS, N-Able, etc.) to proactively troubleshoot any issues and ensure the company and its intellectual property is always protected

· Assists with configuration and setup of networks for contracted clients

· Maintains and monitors all devices for both EGT and MSP clients

· As needed, conducts on-site support for MSP clients for both network and computer issues

· Performs analysis and assessment of client networks to assist in evaluating end user needs and recommending appropriate hardware and software solutions

· Sets up new PCs for company staff and MSP clients, including configuration of needed software and drivers

· Helps administer various information systems (Office 365, Jive, KnowBe4, N-Able, etc.)

· Maintains and repairs network related equipment (e.g. routers, firewalls, switches) and peripheral devices

· Configures LAN/WAN/VLANS and manages network security to maintain privacy and protection from attack

· Performs regular upgrades to ensure systems remain current / patched

· Troubleshoots system failures and provide solutions to restore functionality

· 2+ years experience with computer systems, hardware, software, and networking

· High school education required, college degree in computer science or application field preferred

· Technical and security certifications preferred

· Customer service/help desk experience

· Able to communicate clearly and effectively with team members as well as clients of varying technical skill levels

· Strong problem solving/analytical skills

· Organized and attentive to detail