Do you enjoy helping people with technology? We’re looking for highly motivated technicians to work both in, and out, of our support center in Lancaster, PA. Install, diagnose, and maintain client hardware, software, and systems in-house and on-site. Candidates will possess a strong understanding of managed services and an ability to provide consultation to customers regarding resolutions and upgrades.
Utilize the service ticket system to log all requests, activities, and labor
Communicate with customers and internal staff at defined intervals
Troubleshoot/resolve issues escalated by the NOC team
Aid clients with basic use of common applications and operating systems
Manage user profiles, resolve file permissions, and file access issues
Monitor the operational support systems to proactively identify service impacting events relating to IT, network, and facility conditions
Perform backup restoration and malware and virus remediation
Escalate problems to the appropriate engineering disciplines within the organization or to vendors to achieve issue resolution
Develop/modify client-centric operating procedure and other documentation as new services are developed and deployed
Deploy, troubleshoot, and repair hardware and software on site and at ONE 2 ONE’s facilities
Travel locally (approximately 25-75% of time) to client sites to perform various IT-related tasks
Participate in an on-call rotation to provide support in accordance with contracted Service Level Agreements
Develop, engineer and/or implement technical solutions to resolve clients’ business challenges
2-4 years related IT direct customer support experience (or similar IT experience)
2-4 years troubleshooting connectivity on desktop PCs, Macs, and Windows Servers via remote applications
Strong Active Directory administration skills
Experience in user administration in MS Exchange
Experience with the development or troubleshooting of Group Policy Objects
Strong competency deploying and supporting the Microsoft Operating Systems
Above average competency with the Microsoft Office suite of products
Strong understanding of TCP/IP, routing, switching, subnetting, etc.
Knowledge and experience troubleshooting SMB firewalls and basic networking equipment (routers, switches, wireless access points)
- provided by Dice Switches, Routers, Firewalls, Microsoft or Linux based Servers, VMWare, Macintosh, and mobile devices.