MSP Technician II

Range•Sheridan, WY

About The Position

Under the supervision of the MSP Manager, the MSP Support Technician II performs a variety of functions in support of multiple departments, including but not limited to; installations, testing, programming, repair and maintenance work, and assists with selling Range equipment and services. Also serves in a maintenance provider role with software installation, end-user support and training tasks, ensuring end-user workstations and network performance meet requirements. Troubleshooting and continuous support to users on all MSP supported applications, computer problems, and directory / servers is a key function of this role. This role is expected to travel when necessary.

Requirements

Successful completion of a High School diploma program or GED curriculum / exam (12th grade equivalent) or any other state recognized secondary education program.
Five (5) years’ successful work experience in a helpdesk, desktop support, or related role.
A valid, state-issued, and insurable drivers’ license.
Firm working knowledge of telecommunications and/or IT related concepts, practices and procedures and ability to use in varied situations. Knowledge of LAN / WAN networks and installation, IT security set-up and configuration including anti-virus, and data systems (IP, Optical, Ethernet). Basic understanding and knowledge of Microsoft Windows system administration and technical support for stand-alone PC hardware and software and local area networks.
An intermediate to advanced capability and skill with observing and assessing a situation and determining how to respond in a prompt and professional manner. Applies highly proficient and specialized skills that allow employees to function in situations that are varied, complex, and/or non-routine. Must be able to see patterns and trends and draw conclusions from observations across various situations.
At an intermediate to advanced level, be proficient in organizing the planning process. Develop and direct detailed project schedules including tasks, accountability, and deadlines. Anticipate problems that may impede work. Communicates with changes and progress.
At an advanced level, be proficient with hardware and software systems, applications and other related programs or databases. Conducts advanced level of computer related analyses and troubleshooting, including sound use of electronic test equipment.
Efficiently use common office equipment (computer, digital camera, scanner, fax machine, copier, phone). Identify operational problems with common equipment and determine resolution. Repair and upgrade office and/or technical equipment.
The ability to listen and understand information / ideas presented through spoken words / sentences, paired with the ability to communicate information and ideas in speaking so others will understand.
The ability to read and understand information / ideas presented through written / typed words / sentences, paired with the ability to communicate information / ideas in writing so others will understand.
Requires the ability to use one's work time effectively and productively,
Working knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards, and evaluation of customer satisfaction.
Decisions may affect a work unit or area within a department. May contribute to business and operational decisions that affect the department.
Problems are highly varied, complex and often non-recurring; require novel and creative approaches to resolution. New concepts and approaches may have to be developed.
Successful performance requires detail and thoroughness in completing work tasks.
Successful performance in this role requires being pleasant with others on the job and displaying a good-natured, cooperative attitude. Develop and maintain relationships to enhance workflow and work quality. Persuade, gain cooperation and acceptance of ideas or collaborate on significant projects. Handle sensitive issues and facilitate collaboration at the highest level.
Successful performance in this role requires being honest and ethical.
Results are defined, and existing practices are used as guidelines to determine specific work methods and carry out work activities independently; supervisor/manager is available to resolve problems.
Sitting / standing at an office desk for up to 9 hours / day or longer depending on the demands of the job.
This role may perform work function in an outdoor environment and may not be protected from weather conditions during performance of those functions.
This role can be exposed to a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current(s), performing work on scaffolding and in elevated places, or exposure to chemicals in the workplace. Exposure to dust, dirt, contaminants, fumes and wetness may occur during normal working conditions.
Frequent use of technology, computers, devices, keyboards, etc. (Repetitive hand motion and typing like functions)
Hearing, listening, talking, standing, walking, bending, stooping, reaching, kneeling, squatting, balancing, pushing/pulling, crouching, and climbing stairs are all expectations of this role, although some of these functions may be more seldom performed than others.
Must follow all company safety policies / procedures and always use appropriate personal protective equipment (PPE).
Must be able to lift 60 pounds at times.
Must be able to access and navigate each department at the organization’s facilities.

Nice To Haves

The successful completion of a 2-year Associates /in Information Technology or a 4-year bachelor’s degree in information technology or a similarly related field of study.

Responsibilities

Perform work duties and tasks while presenting excellent written and verbal communication skills and a positive professional attitude.
Promptly and professionally meet department standards with assigned installations, testing, programming, repair and maintenance of:
Multi-line telephone systems.
Hosted Private Branch Exchanges (PBX).
Camera systems (video and image only cameras).
Data transmission equipment.
Associated peripheral equipment, both private and switchless services and related applications.
PC hardware and software products.
Range services and associated peripheral equipment.
Serve as the initial contact for end users (local and remote) seeking technical assistance by telephone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Troubleshoot and maintain windows active directory and servers.
Determine the best solution based on the issue and details provided by customers.
Provide accurate details on options to best market products to generate new business opportunities with new and existing customers.
Provide both technical and instructional support.
Setup end user accounts and provide accurate information on IT products or services.
Record required details regarding events and problems/resolution in Customer Record.
Track and log time in an effective manner to help facilitate customer billing and accounting.
Complete application projects and other MSP related projects assigned in a prompt and professional manner, meeting deadlines and specific requirements.
Maintain, promote and protect confidentiality with regard to the information being processed, stored, and / or accessed by end-users on the network.
Redirect unresolved issues to the next level of support personnel and communicate necessary information to ensure a smooth transition.
Maintain and monitor end-user workstations and productivity on local area networks.
Read, understand and accurately interpret cable records, mechanical blueprints, specifications, and circuit diagrams.
Perform successful installations, configuration and maintenance of:
VoIP hardware / software applications.
A variety of software programs.
Existing software programs and computer systems.
Troubleshoot other common hardware and software problems.
Perform responsibilities in accordance with all company standards, policies, and procedures.
Maintain a thorough knowledge of company policies and procedures to assist employees / managers with questions.
Attend company safety and training meetings.
Completes on-call requirements when scheduled and/or assigned.
Uphold and demonstrate your commitment to Range’s values in everything you do. Be Innovative-Create the environment where we continually improve and adapt, Be Kind—Our actions make a difference, Be Trustworthy—Do the right thing, take responsibility for our actions, and honor our commitments, and Be United—People are our purpose; unified teams build the strongest networks.
Perform routine duties under minimal direct supervision.
Perform various other technical and administrative duties as assigned.
Assist in projects including customer onboarding, server installation, and network equipment configuration.
Review and assign trouble tickets among MSP techs.
Monitor and schedule email protection and training with customers.
Monitor and report on security and vulnerability scanning software.