Job Description:

Attends to phone calls and emails requesting hardware, software, and network related support from end-users (including customers), tracks unresolved issues until resolved, and escalates issues appropriately. Assists IT department staff with various IT projects including, but not limited to networking systems (wiring, routers, switches, firewalls, VPNs, wireless access points, phones, network printers, IP cameras, SPAM filtering appliances), server systems (firewalls, domain controllers, communications servers [email, mobile, phone, IM], database-backend/frontend servers, file servers, web servers, standalone product/service-specific servers, backup servers/appliances), and client systems and peripherals (laptops, desktops, monitors, IP phones, cell phones, projectors, printers, TVs, SMARTBoards) both on-site and at remote locations as needed. Uses sound judgment to ensure security of PEC’s assets. Maintains proper documentation of both resolved and unresolved issues.

Required Education / Preferred Education:

Bachelor's degree in IT related field / Advanced degree in IT related field

Required Experience / Preferred Experience:

3 years in IT related experience (or education) / 5 years in IT related experience

Required Skills:

Understanding of various desktop/laptop hardware and peripherals

Understanding of Microsoft client operating systems

Understanding of Microsoft client software

Understanding of basic 3rd party software

Understanding of basic networking concepts (including wireless technologies)

Understanding of mobile operating systems (iOS, Android)

Ability to troubleshoot both hardware and software issues in various ways

Candidate must have the ability to multi-task while tracking and completing open issues

Candidate must be able to work as part of a team

Candidate must be able to work in a flexible and growing environment

Candidate must be able to express themselves in both written and verbal communication

Candidate must be able to communicate to customers with various levels of technical knowledge

Preferred Skills:

Understanding of server hardware

Understanding of Microsoft server operating systems

Understanding of email technologies and protocols (Exchange, SMTP, POP3, IMAP, ActiveSync)

Understanding of advanced networking concepts and fundamentals

Understanding of VPN and VoIP technologies

Location:

Syracuse, NY

Salary Range:

Based on experience