L1 Support Technician

E-N Computers•Waynesboro, VA

5d•$38,000 - $54,000

About The Position

The L1 Support Technician supports day-to-day operations in Virginia, interfaces with remote customers, and communicates with the Service Manager and Project Manager to help ensure E-N Computers meets its contractual obligations. The role reports to the Service Manager and requires passing a background check. The technician executes scheduled service tickets, serves as a liaison between operations and customer personnel, and assists with field service, repairs, customer equipment, and small projects. The position also involves documenting client networks and maintenance procedures, administering systems and enterprise email, configuring services, and contributing to continuous improvement. The technician participates in an on-call rotation and is expected to take initiative, work independently on new assignments, and analyze and resolve new or unique problems.

Requirements

At least 1 year of experience in the service industry, preferably in a critical customer-service environment.
Experience with Windows desktop operating systems, including installation, configuration, and troubleshooting.
Knowledge of installing and managing operating systems, administering user accounts, security, configuration and updates, and configuring network connectivity for supported programs.
Comprehensive understanding of configuration and initialization files, error logging, and Event Viewer as they relate to software applications; ability to gather, organize, analyze, and potentially resolve software issues.
Ability to use escalation procedures effectively and manage priorities.
Experience with one or more of the following: system security and management of certificates, WSE, NTFS, BitLocker, and share-level permissions.
Knowledge of TCP/IP, DHCP, DNS, WINS, workgroups, domains, and Active Directory, as well as configuring, managing, and troubleshooting firewalls, switches, and routers.
Experience with Terminal Services, including configuring user profiles and troubleshooting.
Understanding of the relationship between switches, hubs, patch panels, and connecting nodes to a network.
Working knowledge of firewall technologies such as SonicWALL, Linksys, NetGear, and Cisco Meraki.
Working knowledge of wireless technologies.
Ability to pass a background check.

Nice To Haves

Experience in a critical customer-service environment is preferred.

Responsibilities

Execute scheduled service tickets through the ticket management system.
Act as liaison between the E-N Computers operations team and customers’ operational personnel.
Support day-to-day field service and repair operations as needed.
Maintain time accountability.
Document client networks.
Complete small projects, such as installing printers and workstations.
Assist in maintaining and repairing customer equipment, including networks, computers, servers, cameras, and printers.
Assist with designing and documenting procedures for maintaining, repairing, and upgrading equipment and software.
Assist in continuous improvement initiatives.
Configure file, print, and remote access services.
Perform administration tasks, including adding and removing users and groups, managing group policy and file permissions, checking event logs, and configuring and restoring backups.
Administer enterprise email applications, including managing users and groups, folder permissions, forwarding, and aliases.
Take initiative and act proactively to address issues before they cause problems.
Participate in an on-call rotation.
Research, compile, and analyze data to develop recommendations for business decisions or actions.
Determine methods and procedures independently for new assignments.
Identify and solve new or unique problems using analysis of facts or previous solutions.
Perform other duties as assigned.