Job Description:

Short Description:

IA & SS Master

Complete Description:

Duties and Responsibilities:

· Provide support of incoming requests via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.

· Provisioning and system setup for new hires.

· Prioritize incidents and service requests according to defined processes to meet defined SLAs.

· Use remote tools and diagnostic utilities to aid in resolving support requests.

· Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

· Installing and configuring hardware and software components throughout various network infrastructure devices.

· Install antivirus software and ensure virus definitions are up to date.

· Server administration via Active Directory, File & Print services, DNS, DHCP.

· Network firewall and switch administration and maintenance.

· Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

· Establishing good relationships with all departments and colleagues.

· Ensuring company safety and security standards are met.

· Some network and server solution design and architecture.

Education:

· College diploma or university degree in the field of Computer Science and/or 5 years equivalent work experience

· CompTIA Net+ and/or CompTIA Security+ certifications preferred

Requirements:

· Exceptional written and oral communication skills.

· Experience with desktop and server operating systems including Windows 10, Windows 11, Office 365, macOS, iPhone

· Strong understanding of technology and business productivity systems.

· Active Directory knowledge and experience.

· Kaseya

· Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

· Good problem-solving skills.

· Excellent customer service skills.

· Ability to work under moderate supervision..

· Microsoft Desktop operating systems certification preferred.

· Valid Driver License and ability to drive to customer locations when required.

Skills:

· High-level Tech Support experience. Required 5 Years

· Active Directory knowledge and experience. Required 5 Years

· Kaseya experience. Required

· Network firewall and switch administration and maintenance. Required

· Valid Driver's License and ability to drive to customer locations when required. Required

· CompTIA Net+ and/or CompTIA Security+ certifications. Highly desired

· Microsoft Desktop operating systems certification. Highly desired

Flexible work from home options available.