Support Technician II - Hybrid

Alliance InfoSystems LLC•Cockeysville, MD

1d•$23 - $35•Hybrid

About The Position

Alliance InfoSystems, LLC, a Managed Service Provider (MSP), headquartered in Hunt Valley, MD has an opportunity for an experienced Help Desk Support Technician with leadership skills for its corporate office. The successful candidate will have a passion for IT, a desire for continuous improvement and learning as well as interest in progressing in their career. What will the Support Technician do? Provide second-level technical support to clients, addressing complex IT issues that go beyond the capabilities of Support Technician I. Troubleshoot and resolve hardware, software, network, and security-related problems. Interact with clients professionally and empathetically, demonstrating strong communication skills. Maintain a proactive approach to keeping clients informed about the status of their support requests. Self-dispatch service tickets efficiently, prioritizing based on urgency and impact. Manage service tickets throughout their life-cycle, ensuring timely resolution and customer satisfaction. Act as a point of escalation for Support Technician I and offer guidance when necessary. Collaborate with entry level technicians to help them improve their skills and knowledge. Maintain detailed records of all support requests, incidents, and resolutions. Develop and update documentation for complex technical issues and solutions for internal use and client knowledge base. When remote solutions are insufficient, offer on-site technical support to clients, addressing more challenging IT issues and implementing complex solutions. On-site technical assistance, may include but not limited to, clients’ residence, should the client be considered remote. Diagnose and resolve advanced hardware and software-related problems, including configuring and optimizing software applications, operating systems, and hardware components. Leverage advanced knowledge to diagnose and resolve complex network issues, including routing, firewall configurations, VPNs, and wireless network troubleshooting. Promote and enforce IT security best practices, educate clients on advanced security measures, and assist in resolving security-related issues. Work closely with higher-level technicians and engineers for complex issue resolution and improvement of internal procedures and workflows. Collaborate with senior technical support teams to escalate complex issues when necessary and assist in resolving them. Participate in the planning, deployment, and management of IT projects, including network upgrades, infrastructure migrations, and technology rollouts. Stay current with industry trends, new technologies, and security threats to continuously improve technical skills and knowledge.

Requirements

High School Diploma/GED required.
A+ Certification Required.
2 years prior related IT experience.
Prior MSP experience Required.
Prior leadership experience required.
Good understanding of operating systems, business applications printing systems, and network systems. Examples include but are not limited to: Windows 10, 11, and Server, Microsoft 365, Active Directory, and Entra ID (Azure AD).
Ability to communicate effectively with users at all skill levels and utilize methods: such as telephony, email, active listening, and customer-care.
Diagnosis skills of technical issues.
Ability to multi-task and adapt to changes quickly.
Ability to work effectively in a team.
Understanding of the documentation process.
Technical awareness: ability to match resources to technical issues appropriately.
Service awareness of all organization’s key services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide services.
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast-moving environment.
Valid driver’s license and reliable transportation

Nice To Haves

Network+ and Security + Preferred.

Responsibilities

Provide second-level technical support to clients, addressing complex IT issues that go beyond the capabilities of Support Technician I.
Troubleshoot and resolve hardware, software, network, and security-related problems.
Interact with clients professionally and empathetically, demonstrating strong communication skills.
Maintain a proactive approach to keeping clients informed about the status of their support requests.
Self-dispatch service tickets efficiently, prioritizing based on urgency and impact.
Manage service tickets throughout their life-cycle, ensuring timely resolution and customer satisfaction.
Act as a point of escalation for Support Technician I and offer guidance when necessary.
Collaborate with entry level technicians to help them improve their skills and knowledge.
Maintain detailed records of all support requests, incidents, and resolutions.
Develop and update documentation for complex technical issues and solutions for internal use and client knowledge base.
When remote solutions are insufficient, offer on-site technical support to clients, addressing more challenging IT issues and implementing complex solutions.
Diagnose and resolve advanced hardware and software-related problems, including configuring and optimizing software applications, operating systems, and hardware components.
Leverage advanced knowledge to diagnose and resolve complex network issues, including routing, firewall configurations, VPNs, and wireless network troubleshooting.
Promote and enforce IT security best practices, educate clients on advanced security measures, and assist in resolving security-related issues.
Work closely with higher-level technicians and engineers for complex issue resolution and improvement of internal procedures and workflows.
Collaborate with senior technical support teams to escalate complex issues when necessary and assist in resolving them.
Participate in the planning, deployment, and management of IT projects, including network upgrades, infrastructure migrations, and technology rollouts.
Stay current with industry trends, new technologies, and security threats to continuously improve technical skills and knowledge.

Benefits

Generous PTO that increases with tenure (initial amount 3 weeks -prorated first year)
Floating Holiday (1 day)
Holiday Pay (7 days)
Volunteer Paid Time Off (3 days)
401K with annual 3% safe harbor match
Health, dental, vision, pet insurance options
Flexible Spending Accounts
Pet Insurance
Tuition Reimbursement
Incentive Bonus Certification Award Program
Parental Leave in accordance with Maryland Parental Leave Act
Sick and Safe Leave in accordance with Maryland Sick & Safe Leave Act
Team oriented environment