Job Description

POSITION SUMMARY

Checks and responds to incoming client tickets. Diagnoses and resolves technical hardware and software issues, user set-up and removal, performs a variety of maintenance, end-user support and support tasks to ensure end-user workstations and network performance meet company and user requirements. Documents, tracks and monitors the problem to ensure a timely resolution.

DUTIES AND RESPONSIBILITIES

• Responds to support requests (i.e., telephone, e-mail, support-portal and personnel requests) to requests or resolve technical issues
• Prioritize tickets so to quickly resolve them in a timely manner
• Document actions during the ticket resolution
• Stay current with IT environment, changes, and updates
• Identify and escalate problem tickets and urgent situations to the proper resource
• Resolving more complex issues requiring detailed systems and applications knowledge
• Ability to perform network performance issue that effect the client base which may include working with firewall, switches, modems, and other devices.
• Keep work area and equipment room organized
• Notify manager of lack of resources
• Identify issues and suggest operational improvements
• Actively contribute to ongoing process improvement
• Ability to complete multiple simultaneous projects in a timely manner
• Provides mentoring and guidance to less experienced personnel to increase their technical knowledge and customer service skills.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION/EXPERIENCE:

• Associates degree

• 3 + years help desk experience and/or training; or equivalent combination of education and experience

COMPUTER AND TECHNICAL SKILLS:

Working Knowledge of the design, installation, and support some or all aspects of LANs & WANs

Working Knowledge of the installation & configuration routers, firewalls, switches (layer 2 & layer 3), and wireless access points for customer applications.

Working Knowledge of corporate data center maintenance, as well as research new technologies to ensure continuous improvement.

Provide support on all aspects of IT from desktop support to server & network administration.

Serve as sales engineer in conjunction with sales staff to help propose hosted/managed solutions for Exchange, VoIP, Virtual Desktop, and/or other relevant solutions.

Work with vendors to ensure best-in-class solutions for company, employees, and clients.

High level Microsoft Server (set up & configuration) experience, including Exchange (group policies, upgrades, able to navigate active director without assistance), SQL Server.

Experience and knowledge of VMWare, virtualized solutions, and Linux strongly preferred.

Knowledge of networking (CCNA/CCNE preferred)

Basic project management acumen

Design, pricing and presentation of solutions

Ability to work with IT peers, manage personnel and report to appropriate leadership

QUALITIES

Results Orientation, Organized, Flexible, Collaborative, Emotionally Intelligent, Organized (Lean Thinker), Servant Mentality, Critical Thinker, Creative Problem Solver

Company Description

ICS is a 30+ year old growing VoIP and Managed IT company with great benefits including first year vacation, aggressive health, 401K and Life Insurance plans. We are looking for A sharp, customer centric individual to join our team. We are looking for a responsible, dependable person with a friendly “Can do” attitude!