Systems Support Specialist
About The Position
Unanet is seeking a detail-oriented and proactive Systems Support Specialist to provide exceptional support to company staff and manage our information technology resources efficiently. This is a hybrid role, requiring some in-office work at our Dulles, Virginia corporate headquarters. Candidates should reside in northern Virginia and be willing to work in-office. The role involves monitoring the ticketing system, assisting users remotely, ensuring timely ticket resolution, and communicating issue status and resolutions. Responsibilities include maintenance and configuration of computer systems, network servers, and virtualization environments, assisting with employee onboarding/offboarding (account setup, equipment imaging, training), and providing support for various systems like VOIP, Office 365, Active Directory, AWS, Okta, and security tools. The specialist will also help maintain IT assets, publish technical documentation, work with vendors, and maintain a high level of customer satisfaction. The first 90 days involve familiarizing with Unanet's products and systems, learning the support ticketing system, taking responsibility for system installation, administration, monitoring, and troubleshooting, and eventually working independently to answer tickets, implement projects, evaluate solutions, and write documentation.
Requirements
- 2+ years of Helpdesk experience
- Ability to diagnose and resolve complex technical issues
- Ability to work and collaborate with remote team members
- Strong verbal and written communication skills
- Ability to work off-hours as needed
- A strong understanding and knowledge of Windows and Mac OS, networks, mobile devices, security systems, and other technology products
- Strong teaching, interpersonal, and communication skills
- Strong analytical, critical thinking, and problem-solving abilities
- Bachelor's degree in Computer Science, Information Systems, or equivalent experience
Nice To Haves
- MCSA
- A+
- Security+
- Network+
- CCNP
- AWS Certified SysOps Administrator
Responsibilities
- Monitor our ticketing system and remotely assist users with various support needs
- Ensure all tickets are assigned, resolved, and closed in a timely and professional manner
- Clearly communicate and document the status of issues as well as resolutions
- Assist with maintenance and configuration of computer systems, network servers, and virtualization environments
- Work with HR to onboard and offboard employees including account setup, imaging equipment, and training
- Provide support for VOIP Systems, Collaboration Tools, Office 365, Active Directory, AWS, Okta, Spam Filters, Antivirus, and MDM/RMM tools
- Assist our team with maintaining and tracking all IT-related assets
- Publish technical documentation, manuals, and IT policies to internal Wiki
- Work with third-party vendors as needed
- Maintain a high level of customer satisfaction
Benefits
- employee equity
- discretionary bonus compensation
- Unanet’s employee benefits plans and programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
