Network Support Technician (On-site)

About the position

The Network Support Technician will serve as a primary point of contact for customers seeking technical assistance and support. This role involves troubleshooting and documenting customer issues, providing basic network and server administration, and maintaining data communications equipment. The technician will also respond to inquiries from end-users both in person and remotely, while continuously learning about new technologies and implementing them within client organizations.

Responsibilities

• Serve as a point of contact for customers seeking technical assistance and support.
• Troubleshoot and document customer issues in a timely and professional manner.
• Provide assistance with basic network and server administration.
• Maintain data communications equipment and troubleshoot end-user hardware and software problems.
• Respond to inquiries from end-users in person and through remote support.
• Monitor client organization's networks for security breaches and investigate violations.
• Help maintain the client organization's cybersecurity plan.
• Assist end-users with installing or learning about new software, hardware, or security products.
• Perform periodic hardware, software, and security audits as needed.
• Ensure appropriate follow-up with end-users.
• Perform regular maintenance to ensure networks operate correctly.
• Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems.
• Prioritize problems as they come into Help Desk and escalate when necessary.
• Analyze and review logs to determine if problems are imminent and develop solutions.
• Help maintain network and computer system security and ensure all systems operate correctly.
• Solve problems quickly when notified by users or monitoring systems.
• Prepare training materials and train users on hardware and software usage.
• Document all support activities thoroughly and accurately.
• Test and evaluate computer hardware, software, and systems.
• Perform periodic maintenance of the computer network.

Requirements

• Associates or Vocational Degree in Computer Science or equivalent of A+ Certification and Network+ Certification or similar experience.
• Minimum of two years of IT or IT Support or related experience is recommended.
• Ability to communicate effectively with customers, vendors, management, and coworkers.
• Experience with troubleshooting Microsoft Windows Products and related applications in business environments is required.
• Knowledge of backup and recovery software application concepts.
• Familiarity with antivirus and security software and troubleshooting services affected by these applications.
• Strong commitment to quality customer service and effective communication skills.
• Knowledge of PC Hardware, IP networking (TCP/IP), and experience administering Active Directory users and groups is preferred.
• Ability to make quick decisions with limited information and work well under pressure.
• Versatility, flexibility, and willingness to work within changing priorities.

Nice-to-haves

• Knowledge of backup and recovery software application concepts.
• Familiarity with antivirus and security software and troubleshooting services affected by these applications.

Benefits

• Dental insurance
• Employee discount
• Flexible spending account
• Health savings account
• Mileage reimbursement
• Paid holidays
• Paid time off
• Health/Dental/Vision insurance
• Other types of insurance
• Healthcare spending or reimbursement accounts such as HSAs or FSAs
• Mileage Reimbursement or use of company vehicle for required travel
• 401K Retirement benefit accounts
• Company paid travel for training and industry events