POSITION TITLE: Help Desk Technician / Junior Network Administrator
REPORTS TO: Director of Information Technology
DEPARTMENT: Information Technology
WORK SCHEDULE: Monday – Friday, fully onsite
TRAVEL: 20% travel to other company locations
Position Summary
This dual-role position helps to provide foundational support responsibilities of a Help Desk Technician while offering the opportunity to learn and grow in systems and network administration. This position will be one of the first lines of support for IT-related issues, (including incident management, fulfilling service requests, and coordinating user communication) and work with our Systems & Network Administrator to play a key role in maintaining our IT network infrastructure.
Essential Job Duties (other duties as assigned)
End User Support & Incident Management:
- Document and track service and support requests.
- Provide first-tier technical support for end-users.
- Deploy, support, track, and maintain end-user and company hardware.
- Provide introductory training on standard applications, login processes, phone/voice mail systems, and network file systems.
Application and System Support:
- Load and deploy standardized workstation images to computers using Intune or equivalent systems.
- Perform hardware upgrades and repairs on end-user devices.
- Deploy standard applications to end-user devices.
- Monitor and troubleshoot company DR Software and create monthly reports.
General Help Desk Responsibilities:
- Utilize helpdesk ticketing software to track and respond to help tickets.
- Ensure that incident, configuration, and asset management systems are kept updated with accurate information.
- Act as a point of contact for end-users, assessing issues and resolving or collaborating as needed.
- Track IT hardware inventory.
Network Administration:
- Assist with the installation and configuration of network hardware and software.
- Monitor network performance to determine if adjustments are necessary.
- Support network security measures and participate in configuring firewalls.
- Under the supervision of the network administrator, assist in the rollout of new applications and update network documentation.
- Installing and configuring network equipment to update or fix hardware or software issues
- Communicating networking issues to other employees and management.
All IT Staff Duties:
- Foster a customer service culture within the department.
- Contribute to a consistent customer service standard across all departments.
- Prepare project status reports and keep stakeholders and critical personnel informed of project status and related issues.
- Author and maintain system documentation related to employees' areas.
- Aid when needed on end-user requests and support tickets.
Preferred/Desired Qualifications:
- Effective communication skills with the ability to communicate technical information to non-technical users and document issues and resolutions promptly.
- Aptitude to learn various network technologies and their relationship to proper operations of a network environment.
- Ability to identify potential changes and system improvements to present to team leaders for consideration and implementation.
- Minimum of 2 years "hands on" experience on technical knowledge of hardware and software of information technology infrastructure, servers, workstations, desktop PCs, and peripherals.
- Demonstrated knowledge and ability to understand various computer and networking technologies and concepts.
- Familiarity with end-user hardware, Windows and Mac OS, and various software applications.
- Fundamental understanding of Active Directory administration.
- Fundamental knowledge of Windows Operating Systems.
- Fundamental knowledge of Microsoft Azure and its components.
- Ability to support remote workers with Help Desk requests using remote support programs.
- Experience administering endpoint management software platforms and desktop provisioning.
- Ability to organize, plan and prioritize work. Utilize problem solving skills, analytical thinking in gathering and analyzing data.
- Ability to work under pressure, time constraints and deadlines.
- Fortinet Eco-system knowledge is a plus.
- Ability to travel around 20-30% of the time, between our locations nationwide.
Physical Demands/Work Hours:
While performing the essential functions of this job, the employee is regularly required to stand, stoop or kneel. Frequently, the employee is required to sit. It is crucial to the outcome of job tasks that the employee can:
- talk and hear; view a computer screen for extended periods; use hands to finger, handle, or feel; and reach with hands and arms; crawl under desks or around furniture to maneuver computer equipment.
- Employees must be able to use basic hand tools, which may include climbing a stepladder or ladder.
- While installing equipment and cables, the employee may be required to lift and/or move objects up to 50 pounds.
- Will be required to work a non-traditional work schedule as projects necessitate.
Work Environment:
While performing the duties of this job, the employee regularly works in a business office setting. However, the employee is often required to travel to other locations to perform job duties. Some locations are warehouses that can be dirty and will require PPE (supplied by Trinity Products).
Job Type: Full-time
Pay: $55,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
Ability to Commute:
Work Location: In person