Technology Specialist

Allied Universal • New York, NY

2d • Onsite

About The Position

Our canine group, under Allied Universal® Enhanced Protection Services, is hiring a Technology Specialist. The Technology Specialist will handle technical and administrative tasks regarding SmartTech product maintenance. The Technology Specialist will proactively analyze trends, upgrade software, and troubleshoot internal technical issues. This individual will also perform scheduled/unscheduled system maintenance. The Technology Specialist will also resolve issues based on his/her extensive product and technology knowledge so that MSA is able to continue to fulfill its contractual obligations and meet its time deadlines with clients.

Requirements

• High school diploma or equivalent
• Minimum of one (1) year of professional desktop support experience in an Information Technology environment
• Minimum of one (1) year of professional end-user computer phone support
• Strong technical aptitude Windows servers and software
• Thorough understanding of hardware and software configurations
• Exceptional customer service, organization, communication, and interpersonal skills
• Exceptional analytic and problem-solving skills with attention to detail
• Strong technical aptitude of Microsoft Office Suite and other common office applications
• Solid knowledge of various computer and networking components
• Familiarity with local and wide-area networking concepts
• Ability to work collaboratively in a team environment
• Ability to work unsupervised and to multitask, handle frequent interruptions, and prioritize work
• Ability to study existing products, new products, and technologies to advance level of knowledge
• Excellent written and documentation abilities
• Ability to absorb and retain information quickly
• Ability to present information in user-friendly language, both written and oral

Nice To Haves

• CompTIA A+
• SQL knowledge
• Ability to speak, read, and write multiple languages

Responsibilities

• Support Emergency Operation Center by screening test calls and other administrative tasks
• Handle incoming helpdesk phone calls and email, ensuring appropriate prioritization and escalation of tasks and courteous, timely, and effective resolution of support issues
• Engage in Level 1 Help Desk support for end users via account support, troubleshooting, and other technical support needs
• Utilize IT ticket system for engaging end user support, ensuring events are recorded succinctly and accurately
• Escalate technical support issues to next support tier, as written in support documentation(s)
• Troubleshoot desktop and internal/production server technical issues using personal skills, knowledge base, vendor literature, and communication with other team members
• Troubleshoot/resolve network connectivity and performance issues
• Install and configure Windows client systems (including hardware, software, applications, communications, printers, and peripherals) in a networked environment
• Perform scheduled/unscheduled configuration changes, software and hardware upgrades, and other fixes to remote and/or local machines in order to maintain a safe and secure network to minimize O/S vulnerabilities and virus outbreaks
• Analyze trends and perform research, system monitoring, and test fixes to ensure effective problem resolution
• Provide constant professional and courteous email/phone communication and/or feedback to end-users to understand their requirements and setting the appropriate expectations for completion of tasks
• Perform post-resolution follow-ups to help requests to ensure end-user satisfaction
• Create and maintain documentation for systems and procedures related to primary job responsibilities, including maintaining incident, setup/configuration, and knowledge databases
• Maintain and train others in compliance with company technical standards
• Receive purchased items and RMA defective items
• Perform hardware and software asset tracking
• Lift/transport moderately heavy objects (computers, monitors, etc.)
• Perform other related duties as assigned or requested
• Rotate on-call responsibilities as needed
• Shift based role

Benefits

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Paid time off offered
• Eight paid holidays
• Employee Assistance Program
• Employee discounts through our perks program to your favorite restaurants, entertainment venues, and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED