The position of IT Support Tech is responsible for providing hands-on & remote support to our users in a 24/7 business operation. A successful candidate will be an effective communicator, both verbal and written. The candidate will be able to document technical issues, effectively troubleshoot said issues, and must be able to deliver results on time and within budget. 

This is a hybrid services position, as technicians will need to provide corporate office support along with the ability to drive to store sites and perform hands-on, Tier 2 support work including but not limited to desktop deployment, printer configuration, network administration, and preventative maintenance. The work schedule for this position is tentatively slated for M-F, between 6am-8pm with an on-call schedule for emergency events. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Display a cheerful and positive attitude at all times
• Provide consistent and exceptional customer service
• Treat customers and co-workers with dignity and respect
• Troubleshoot equipment issues and resolve those issues in a timely manner
• Take Incoming calls from users experiencing technical issues
• Manage tickets for issues and work orders incoming Help Desk Tickets
• Take on the assignment of projects for future implementation, document those project plans on an ongoing basis, and update management on progress
• Troubleshoot and support network issues
• Perform proactive and preventative maintenance on a regular basis

MINIMUM QUALIFICATIONS

• At least 2 years' experience in systems administration/help desk support issues
• Technical understanding of networking, desktop engineering, data center systems
• Experience supporting desktop, laptops, and printers, in a large (over 700 users) geo-diverse environment
• Valid TN Driver's License and reliable transportation

PREFERRED QUALIFICATIONS

• Experience with industry standard applications from Microsoft, Google, Cisco, VMware Horizon, Sentinel One, and others
• Experience dealing with security best practices such as alert monitoring, software hardening, and vulnerability management
• Experience with data center operations and system monitoring
• Experience with engaging a managed services provider to assist in troubleshooting large, high-impact issues

REQUIRED COMPETENCIES

• Eager to learn and grow through continuing education
• Resourcefulness
• Customer service attitude approach when dealing with internal/external customers
• High work quality standards with consistent delivery
• Strong critical thinking & problem solving skills

EDUCATION

• 2 or 4 year degree in Computer Science or Management Information Systems, or equivalent experience
• MCSA, CompTIA A+, CompTIA Server+, HDI, and ITIL Foundation certifications preferred

LANGUAGE SKILLS 

• English and/or Bi-lingual (English & Spanish)

MATHEMATICAL SKILLS

• Basic Mathematical Skills

REASONING ABILITY

Critical Thinking and Problem Solving Skills 

BENEFITS

Working at Advance Financial is more than just another job. We pride ourselves on creating a world-class experience for our customers and employees. Some of our benefits include:

• $500 Sign-on Bonus paid after 90 days of employment
• Generous PTO and paid time off to volunteer
• Paid parental leave
• 100% company-paid health insurance
• 401k with 5% company match
• Student Loan Repayment Plan

PHYSICAL DEMANDS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. He or she must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information. Must be available to work all shifts, days, evenings, nights and weekends. Must be able to remain in a stationary position for 50% of the time. 

WORK ENVIRONMENT

Fast paced corporate environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

AAP/EEO STATEMENT 

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at the Company will be based on merit, qualifications, and abilities. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, or any other characteristic protected by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training. Any employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of their immediate supervisor and/or the VP, Human Resources. Employees can raise concerns and make reports without fear of reprisal. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including termination of employment. 

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.