Technology Specialist

About the role

Our canine group, under Allied Universal® Enhanced Protection Services, is hiring a Technology Specialist. The Technology Specialist will handle technical and administrative tasks regarding SmartTech product maintenance, analyze trends, upgrade software, and troubleshoot internal technical issues to ensure MSA fulfills contractual obligations and meets client deadlines.

Responsibilities

• Support Emergency Operation Center by screening test calls and other administrative tasks
• Handle incoming helpdesk phone calls and email, prioritizing and escalating tasks with courteous, timely, and effective resolution
• Provide Level 1 Help Desk support for end users via account support, troubleshooting, and technical support needs
• Utilize IT ticket system to record events succinctly and accurately
• Escalate technical support issues to next support tier as written in support documentation
• Troubleshoot desktop and internal/production server technical issues using skills, knowledge base, vendor literature, and team communication
• Troubleshoot and resolve network connectivity and performance issues
• Install and configure Windows client systems (hardware, software, applications, communications, printers, and peripherals) in a networked environment
• Perform scheduled/unscheduled configuration changes, software and hardware upgrades, and fixes to remote and/or local machines to maintain a safe and secure network and minimize OS vulnerabilities and virus outbreaks
• Analyze trends and perform research, system monitoring, and test fixes to ensure effective problem resolution
• Provide constant professional and courteous email/phone communication to understand end-user requirements and set appropriate expectations
• Perform post-resolution follow-ups to help requests to ensure end-user satisfaction
• Create and maintain documentation for systems and procedures, including incident, setup/configuration, and knowledge databases
• Maintain and train others in compliance with company technical standards
• Receive purchased items and RMA defective items
• Perform hardware and software asset tracking
• Lift and transport moderately heavy objects (computers, monitors, etc.)
• Perform other related duties as assigned or requested
• Rotate on-call responsibilities as needed
• Work in a shift-based role

Qualifications

• High school diploma or equivalent
• Minimum of one (1) year of professional desktop support experience in an Information Technology environment
• Minimum of one (1) year of professional end-user computer phone support
• Strong technical aptitude with Windows servers and software
• Thorough understanding of hardware and software configurations
• Exceptional customer service, organization, communication, and interpersonal skills
• Exceptional analytic and problem-solving skills with attention to detail
• Strong technical aptitude of Microsoft Office Suite and other common office applications
• Solid knowledge of various computer and networking components
• Familiarity with local and wide-area networking concepts
• Ability to work collaboratively in a team environment
• Ability to work unsupervised and to multitask, handle frequent interruptions, and prioritize work
• Ability to study existing products, new products, and technologies to advance level of knowledge
• Excellent written and documentation abilities
• Ability to absorb and retain information quickly
• Ability to present information in user-friendly language, both written and oral

Preferred Qualifications

• CompTIA A+ certification
• SQL knowledge
• Ability to speak, read, and write multiple languages

Benefits

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Paid time off offered
• Eight paid holidays
• Employee Assistance Program
• Employee discounts through perks program for restaurants, entertainment venues, and more

Pay

$29.35 per hour