The Information Technology Technician, IT Tech, will support customers directly, handling issues across all technology including workstations, printers, networks, and vendor-specific hardware and software. This role will be the escalation point for a team of four L1 specialists, and will need to have strong understanding in networking, switching and routing, VPNs, and VOIP systems.

Must be authorized to work in the United States without company sponsorship.

This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. citizen, U.S. permanent resident

Essential Job Functions:
• Support local clients directly, handling issues across all technology including workstations, servers, printers, networks, and vendor-specific hardware and software.
• Respond to requests for technical assistance via phone, chat, or email, and providing regular updates to customer on their support requests.
• Diagnose and resolve technical issues and logging all customer interactions into ticketing system.
• Providing customers with support for corporate owned assets (primarily workstations, laptops, servers), which will include basic help desk support up to advanced troubleshooting.
• Troubleshoot and resolve problems for all networked devices (desktops, laptops, tablets, cell phones, printers, routers, switches, WAN and LAN connectivity).
• Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
• Document internal processes and procedures related to duties and responsibilities.


Education/Experience:
• High school diploma or GED equivalent and a minimum of 1 year of relevant information technology experience.
• AA/AS degree in related field and/or undergraduate courses in related fields, preferred.
• Minimum of 3+ Years of experience in Desktop Support.

Knowledge, Skills, and Abilities:
• Experience with Active Directory Administration, Exchange On-Premise and Office 365 Administration, understand of VPN's (User provisioning / administration, Understanding of Azure AD Sync and 2FA).
• Understanding of TCP and UDP protocols.
• Monitoring and verifying backup solutions and troubleshooting backup issues.
• Basic understanding of Mac OS, iOS (cell phones)
• Certification (I.e ComTIA, CCNA. Etc) is a plus
• Experience with VOIP troubleshooting is a plus
• Experience with SCCM, MDT or other imaging software a plus
• Knowledge in printer configuration and maintenance
• Knowledge in computer maintenance
• Ability to detect and troubleshoot network problems
• Familiarity with desktop support
• Ability to interpret layout drawings
• Knowledge in safe lifting techniques
• Knowledge in Microsoft Windows operating systems (Windows XP, 7, 10)
• Knowledge in network cable installation

Other Skills:
• Ability to self-manage with minimum supervision.
• Good verbal and written communication skills, and customer service availability.
• Good time management.
• Strong problem-solving abilities and attention to detail.
• Experience within the aerospace industry a plus, but not required.