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IT Support Technician

Company: Pyramid Healthcare, Inc.
Location: Newport News
Posted on: February 25, 2021

Job Description:

This Help Desk Technician position's primarily responsibility is to provide on-site support to Pyramid Healthcare staff. Additionally this position will perform routine network systems maintenance. Work items range from desktop support to routine network administration.Specific duties include, but not limited to* IT Support relating to technical issues involving Microsoft's business applications and operating systems* Support of disaster recovery solutions when needed* Basic to advanced technical support at the network level WAN and LAN connectivity, routers and switches* Remote access support VPN, Remote Desktop and Kaseya* Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets* System documentation maintenance and review in Ticketing System* Communication with customers as required keeping them informed of incident progress, notifying them of impending changes or agreed outagesSupport Queue* Accept cases from the support queues* Remotely assist clients with support needs* Clearly communicate status on problems as well as resolution* Exceed SLA guarantees to Pyramid Healthcare staff* Clearly document all tasks* Maintain high customer satisfactionEnd User Support* Resolving Virus/Malware, network scanning/printer issues* Managing Desktop application and operating systems* Application Installation, configuration and troubleshooting* Network connectivity issue diagnosis and troubleshooting for wired, wireless, and Wi-Fi related issues* Smartphone support for iPhone, iPad, Android phones and tablets* End user email management* Email bounce back troubleshooting* SPAM/Phishing support* Webmail support* Microsoft Active Directory and Exchange Add/Change/Delete, distribution list creation, security admin Additional Duties And Responsibilities* Improve customer service, perception, and satisfaction* Fast turnaround of customer requests* Ability to work in a team and communicate effectively* Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently* Enter all work as service tickets into Ticketing system; Escalate requests that require 3rd level support* Completing assigned training materials when needed* Other duties as assigned.Requirements* Minimum two years relevant experience working as an outside support resource or three years relevant experience working as an internal support resource* Two-year degree (or four-year degree), or active pursuit of a two-year (or four-year) degree* MCP certification in desktop Operating System software required* CompTIA A+ certification required* Cisco CCNA certifications are a plus* Interpersonal skills such as telephony skills, communication skills, active listening and customer-care* Diagnosis skills of technical issues* Ability to multi-task and adapt to changes quickly* Technical awareness ability to match resources to technical issues appropriately* Service awareness of all organization's key IT services for which support is being provided* Understanding of support tools, techniques, and how technology is used to provide IT services* Typing skills to ensure quick and accurate entry of service request details* Self-motivated with the ability to work in a fast moving environment* Basic understanding of networking principles * Client Server networking* TCP/IP including routing, DNS, DHCP, The Internet* Switching* Basic knowledge of CAT5 wiring* Basic knowledge of wireless security and wireless client configuration* Entry level knowledge of Active Directory including ability to perform basic user account administration* Basic understanding of network firewalling/security technology* General knowledge of server maintenance tasks * Backup software monitoring and troubleshooting* Disk defragmentation* Event log review* Hardware monitoring tool review* Corporate antivirus software experience. Webroot Endpoint Protection preferred* Spyware detection and removal experience* Troubleshooting fundamentals* Ability to break problems down and use a logical process of elimination* Firm understanding of desktop hardware* Ability to diagnose hardware problems.* Familiarity with desktop hardware diagnostic tools* Understanding of RAID* Firm understanding of mobile device configurations and support* Ensures confidential data remains secure and that Pyramid Healthcare follows HIPAA standards.Benefits* Health Insurance* Life Insurance* Dental Insurance* Vision Insurance* 401k * Tuition Reimbursement* Paid Time Off* And More!

Keywords: Pyramid Healthcare, Inc., Newport News , IT Support Technician, Professions , Newport News, Virginia

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