Information Technology Technician

The Raymond Corporation•Charlotte, NC

About The Position

The IT Support Technician is responsible for assisting and ensuring all Company Associates have reliable access to the required IT systems and tools to perform their respective roles within the Company. This position will also assist Infrastructure Team in monitoring and maintaining Company IT networks, systems, and applications to perform within benchmarked performance guidelines. IT Systems are defined but not limited to all Company networks, interfaces with internal and external networks, all business system applications, servers, cloud systems, email systems, data storage, and recovery systems, monitoring hardware and software, end-user hardware and software, and all mobile communications hardware and services. The IT Support Technician interacts and works closely with all Associates, IT suppliers, and contractors to resolve problems and arrive at solutions that best serve the Company and its Customers. Performance and effectiveness of this position are indicated by, but not limited to, the measured timeliness of end-user problem resolutions, IT helpdesk issue trends, surveys, feedback from end users, and measure performance benchmarks for networks, systems, and applications’ reliability and performance trends.

Requirements

Two-year associate degree in information technology or computer Science or comparable educational degree with 2+ years of appropriate experience.
Required Knowledge and Experience with below systems and applications:
Helpdesk / Customer Service environment
Common knowledge of IT hardware, networking, industry-standard applications, and best practices:
Desktops / Laptops / Tablets / Smart Phones troubleshooting and setup
Network Infrastructure and Configurations
Workstation Imaging and automated software deployment
Microsoft Solutions:
M365, Windows Server 2016-2022, Remote Desktop Services (RDS), Active Directory, GPO, Intune, and Azure
Operating Systems:
Windows 10, Android OS, and iOS
Management Tools and Systems:
Mobile device management software (Intune, ManageEngine
VMware applications
Remote desktop support (ScreenConnect, RDP, etc.)
ManageEngine – OS Deployer, EndPoint Central
Strong Customer Service and Communication Skills:
Empathy and listening
High external structure – the ability to work independently and self-manage.
Ability to effectively collaborate and communicate with a remote team
Desire to help others.
Effectively communicate with both technical and non-technical users
Clear oral and written communications
Must manage multiple priorities simultaneously and ensure consistent, high-quality results.
Must have great attention to detail and follow-through skills.
Understanding of business fundamentals and company culture and their interface with technology solutions.
Strong organizational and administrative skills.
Excellent analytical and reasoning skills.

Nice To Haves

Preferred Knowledge and Experience with below:
Teams (voice/video)
Meraki Dashboard – Firewall and Networking
Anti-virus software/spam filtering
M365 & Azure Administration
PowerShell

Responsibilities

Provides first-line response and problem resolution (Levels 1 and 2) for end-users requiring assistance with IT-related issues and problems.
Will work with the Infrastructure team on all escalations and help to manage the communication with the end user through the entire process
Works with the Infrastructure team to monitor IT systems and applications to ensure performance and availability are within established benchmarks: internet, internal networks, servers, software applications, and mobile data and voice operations.
Works directly with other IT Team members, suppliers, and contractors to resolve Level 3 and escalated problems.
Acts as a liaison between users, IT suppliers, and contractors.
Administers and manages IT Helpdesk Support system, including tracking issues to resolution within established benchmarks, updating knowledgebase, and communicating solutions to users and other IT team members.
Administer and maintain system user access and permissions: user account profiles, file, and share permissions, and installing approved software applications on user computers.
Monitors and ensures all servers and applications are fully patched with applicable updates, focusing on security patching.
Maintains IT hardware inventory records, ensuring that inventory is checked in and checked out for accurate inventory control.
This is a continuous learning position; classes, webinars, and certifications are provided to ensure that our department stays ahead of technology and can better leverage that technology to improve the organization