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IT Information Technology (Towson)

compensation: $45,000 to $55,000
employment type: full-time

Total Technology Solutions is growing and currently accepting resumes for the following positions:

IT Network Support Technician

Offering competitive wages, benefits, family atmosphere

This position will include phone-based and onsite face-to-face customer support. We seek candidates who have experience with a Managed Service provider and can troubleshoot computer and network issues onsite and remotely.

Under minimal supervision, the successful candidate will:

Troubleshoot computer system problems and provide solutions via phone support using specific product knowledge, system utilities, and other available resources
Provide onsite support to clients, including troubleshooting, computer setup and configuration, network support
Follow established policies, procedures, operating instructions and processes to provide quality customer support to clients via telephone and/or onsite
Log and properly document all issues, follow-up, and resolution information for each assigned ticket
Identify customer concerns or issues and resolve, or escalate to Team as appropriate
Pro-actively seek out solutions to less common problems, develop workarounds, and attempt to perform Level 3 issues as required
Utilize resources such as FAQ’s, knowledge bases, white papers, websites, resolved ticket information and help tools to locate solutions
Maintain working knowledge of all Help Desk related policies, procedures, application installation guidelines, system configurations, and current hardware, through on-going training and self-initiated research and study
Demonstrate a consistent sense of urgency on open issues to ensure timely resolution
Ensure timely follow up to all assigned open Help Desk tickets
Provide training to other team members as required
Provide assistance to other team members as required
Participate on special projects as required
Document issues for self help and support for Level 1 Help Desk technicians
Participate in after hours and weekend support as required for special projects
System documentation to include system reviews and recommendations
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
Maintain specific knowledge of the customer and how IT relates to their business strategy and goals
Develop in-depth knowledge of the service catalog and how it relates to customers’
Desired but not essential qualifications

Knowledge and experience using a trouble ticketing system such as Connectwise
Knowledge of Remote Monitoring and Management tools (RMM) typical in the MSP industry
Understanding of all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.
IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware Support of disaster recovery solutions
Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc
Support disaster recovery and backup solutions
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Remote access solution and support: VPN, Terminal Services, and Citrix

U.S. Citizenship.
Familiar with standard concepts, practices and, procedures within a particular IT field.
Excellent customer service skills
Ability to follow established guidelines and instructions.
Ability to lift equipment weighing up to 50 Lbs.
Good problem-solving skills
Valid Driver’s License
Excellent verbal and written communications – Fluent in English
Ability to work on a rotating on call team
Excellent attendance and punctuality
Job Type: Full-time

Salary: $45,000.00 to $55,000.00 /year

Work Location:

Main Office location: Towson, MD
On site to client offices

Health insurance
Dental insurance
Vision insurance
Paid time off

Monday to Friday
  • Principals only. Recruiters, please don't contact this job poster.
  • do NOT contact us with unsolicited services or offers

post id: 7062950781


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