IT Tech Support Specialist Tier 1 and 2 Deskside

2 weeks ago

Hagerstown, United States DYNAMARK MONITORING INC Full time

Dynamark Monitoring, Inc. is a local provider of nationwide, world-class security and fire monitoring, video security and managed access control. Our successful team members have an amazing customer-centric attitude, provide outstanding service and follow-through, are dependable and accountable, and are fully committed to the continued growth and success of our business. Our people save lives; we are proud of what we do; and we are rewarded for our accomplishments.

**Overview**:
This is a Monday-Friday 8am-5pm position, but after this person is well trained, they will be on call for true emergencies, as our Central Station (emergency dispatching call center) cannot be down.

**Duties and Responsibilities of IT Support Specialist**
- Respond to staff inquiries regarding computer hardware/software and phone operation to resolve problems promptly, efficiently, and accurately. Provide excellent customer service and follow-up communications.
- Diagnose, troubleshoot, and resolve hardware/software, phone, and other network and system problems, and replace defective components when necessary.
- Assist remote staff with issues that may be hardware-, software-, network-, internet
- or user-related. Train users to work remotely and teach best practices.
- Learn the front-end and back-end of our industry-specific software in order to gain the knowledge to provide support to staff.
- Perform hardware maintenance on PCs, laptops, and other equipment including upgrading as necessary.
- Complete Active Directory tasks such as resetting passwords and unlocking accounts.
- Set up equipment for new employees, performing or ensuring proper installation of cables, operating systems, and appropriate software, and ensuring appropriate peripherals have been procured and installed.
- Configure security settings and access permissions for groups or individuals.
- Help maintain and administer computer networks. Identify the causes of networking problems, using diagnostic testing software and equipment.
- Create and maintain detailed documentation and inventory of the IT/phone systems.
- Create and maintain maintenance schedules and documentation of IT processes.
- Keep current on IT developments, recommending upgrades in hardware/software systems and improvements in processes, as appropriate.
- Maintain a high degree of professionalism in actions, demeanor and dress.
- Maintain absolute confidentiality in all business matters.
- Perform other duties as required.

**Requirements**:

- Associate degree in a computer technology or related field and at least 2 years of deskside support or equivalent combination of education and experience preferred
- Some audio/video system experience preferred
- Advanced knowledge of Windows operating systems, database management systems, load balancing, system and network architecture and design, Office 365, and other office productivity software
- Ability to configure, install, troubleshoot, and maintain workstations, laptops, phones, tablets, and peripherals
- Experience troubleshooting network, software, printing problems
- Experience troubleshooting hardware issues and replacing hardware on both desktop and laptop PCs
- Customer Service Experience a must
- Organized and able to multitask, strong written and verbal communication skills, great attention to detail, work well without constant supervision, strong time-management and analytical skills, ability to constantly prioritize tasks, honest and professional
- Ability to alternate on-call for emergency technical support
- Ability to lift 50 lbs. unassisted and perform all physical tasks required of desk-side support

Excellent benefit package including Health, Dental, Vision, Life, STD, Supplemental benefits, 401(k) and PTO.

We are an Equal Opportunity Employer

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