Managed Services IT Technician II

Acrisure, LLC - Rapid City, SD

Full-time

Rapid City, SD

Insurance Carriers and Related Activities

About the position

The Managed Services IT Technician II is a full-time position based in Rapid City, SD, responsible for addressing customer technology issues with a focus on providing quick and comprehensive solutions. This role involves proactive monitoring of systems, tools, and alerts to identify and resolve underlying problems. The technician will support and maintain clients' computer hardware, software, and networks, which includes desktops, servers, switches, routers, wireless access points, firewalls, printers, and backup systems. As an escalation point for junior technicians, the Managed Services IT Technician II will handle more complex or sensitive technology issues, ensuring effective communication with customers throughout the troubleshooting process. Additionally, the technician will analyze and respond to network and security-related alerts for managed devices and services. In this role, the technician will provide advanced remote support for various operating systems and hardware, schedule and deploy firewall firmware upgrades, and monitor system backups. The position requires efficient time tracking and detailed documentation of work performed, as well as the creation of accurate records of customer network infrastructure and installations. The technician will also provide feedback to identify areas for further administration and automation, ensuring excellent customer service in support of technology needs. Participation in an on-call rotation is expected, along with maintaining confidentiality and gaining relevant professional certifications to stay current with technologies and methodologies.

Responsibilities

• Provides an escalation point for junior technicians, including training and coaching to enhance their problem-solving skills.
• Takes the lead on more difficult tickets that may require more expertise and/or knowledge.
• Provides advanced remote support for Windows desktop and server operating systems.
• Provides advanced remote support for switches, routers, wireless access points, firewalls, and backup systems.
• Provides advanced remote support for printers and other peripherals.
• Schedules and deploys firewall firmware upgrades.
• Analyzes and sends notifications for security detections.
• Analyzes and responds to network alerts.
• Provides system backup monitoring and advanced support.
• Efficiently tracks time and provides detailed work-performed documentation.
• Creates accurate documentation of customer network infrastructure, servers, contacts, software, and hardware installations.
• Provides feedback to identify where further administration and automation is needed.
• Provides excellent customer service in support of customer technology needs.
• Participates in an on-call rotation.
• Maintains confidentiality.
• Gains and maintains relevant professional certifications to ensure expertise in current technologies and methodologies.

Requirements

• Advanced knowledge of Microsoft Desktop and Server Operating Systems.
• Advanced knowledge of workstations, servers, printers, and other related hardware.
• Advanced knowledge of networking equipment, including hardware firewalls.
• Advanced knowledge of standard network diagnostics and IT troubleshooting techniques.
• Advanced knowledge of cybersecurity principles and methods.
• Advanced knowledge of Microsoft Office and other common business applications.
• Advanced knowledge of Microsoft cloud solutions, including M365, Azure, etc.
• Ability to create documentation for installation, configuration, troubleshooting, SOPs, KBAs, etc.
• Must be able to work independently and make sound technical decisions using the information at hand.
• Must possess excellent customer service skills.
• Ability to problem solve, using all available resources to find resolution.
• Ability to communicate verbally and in written formats with customers, co-workers, and business associates professionally and courteously.
• Ability to function effectively as a team player.
• Ability to adapt to changes in the work environment and external influences.
• Ability to manage competing demands and change approaches or methods to fit the situation best.
• Ability to deal with frequent changes, delays, or unexpected events.
• Ability to undertake self-development activities.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to comprehend, interpret, and implement a variety of technical instructions.
• Knowledge of Company policies and procedures.