Full Time, Employee

Allentown, PA

IT Support Technician

Candidate must possess the eagerness to expand their knowledge in leading edge technologies. Creative energy, enthusiasm, and self-motivation are required skill sets. Candidate must demonstrate the highest level of customer satisfaction by being able to understand resolve problems in a professional environment that supports a team.

Core Responsibilities:

·        Troubleshoot / Resolve reported issues with client facing services, escalate where necessary to Engineering.

·        Perform system administration processes for our clients

·        Utilize the service tickets system to log all requests, activities, and labor, including documentation of special requests and customizations considered important for future support

·        Monitor the operational support systems to proactively identify service impacting events relating to IT, network and facility conditions

·        Escalate problems to the appropriate engineering disciplines within the organization as required to achieve resolution

·        Develop / modify Operating Procedure and other Documentation as new services are implemented

·        Some local travel to other sites to perform various IT related task

·        Opportunity for collaboration with team members

Core Competencies:

·        Strong written and verbal skills

·        Client Service Focus

·        Active Directory Administration Skills

·        Competency with the Microsoft Office suite of products

·        Knowledge of TCP/IP, Routing, Switching, and Sub Netting, etc

·        Experience in User Administration in MS Exchange and Active Directory

·        Knowledge and experience with SMB Firewalls and basic networking equipment

Education and Experience Requirements:

·        -1 year Related IT Helpdesk Experience in a Multi-tenant environment (or similar IT experience)

·        Bachelor’s Degree in MIS or equivalent degree is recommended

·        Experience or Knowledge of HDI and ITIL service delivery best practices