IT Network and Support Specialist

2 weeks ago

Florence, United States Ally Communications, LLC Full time
Job Description
What does a typical day look like?

On a typical day, an IT Network Specialist starts by checking their email, Teams, and voice mail and scheduling their day on their calendar. We have a team huddle at 812am. Throughout the day, they divide their time between working on support tickets, installation projects, updating knowledge base articles, and training.

What are my day-to-day responsibilities?
•Helpdesk

o Triage and qualify support requests

o Ensure accurate details and descriptions of issues

o Resolve as many requests on the first contact as possible when possible to complete

o Basic support for WAN/LAN, VoIP, workstations, and servers and complex support where SOPs exist and/or subject expertise is sufficient

o Installation of software, workstations, and network hardware

o Maintain high CSAT score
•Projects

o Install network hardware, infrastructure, and cabling

o White-Glove system design, implementation, and training for Ally Voice (our VoIP platform)

o Support projects team as required
•Tier 2 Support

o Act as an escalation point for subject matter expertise, server support, and complex support

o Support desktops and users as required through escalation or volume management

o Support servers, LAN/WAN, disaster recovery, backup platforms, Microsoft 365, domains, email security, and advanced line of business applications

o Coach and support Tier 1 team to reduce escalations

o Schedule and manage proactive management of client environments
•General Responsibilities

o Build and maintain client and internal documentation

o Maintain 80% utilization between help desk and projects

o Maintain accountability to day-to-day administrative responsibilities, including entering time, supporting teammates, and maintaining documentation

o Re-stock assigned work vehicle, including a weekly audit

o Create and maintain knowledgebase articles for internal or client use

Requirements

What skills & experience you will bring to us
•Two or more years working a helpdesk
•Qualifications and certifications such as A+, N+, Project+, Security+, MSP, MCSE, CCNA
•Advanced Analytical and Troubleshooting proficiency
•Experience designing, installing, and managing advanced IT infrastructure
•Excellent time management skills
•Excellent conflict management skills
•Assertive and ambitious personality
•Outstanding communication and interpersonal abilities
•Ability to think critically and creatively
•Ability to learn quickly
•Proficiency with Microsoft 365 - Outlook, Excel, Word

Benefits

Benefits offered
•Unlimited cell phone service on our account or $50 reimbursement
•Shirts provided - Polos, Dress Shirts, and T-Shirts
•Available after a 90-day probational period:

o Company-Paid Insurance - Life, LTD, STD

o Employee-Paid Insurance - Critical illness, dental, vision, and more

o Bereavement Leave - 24 hours/3 days

o Paid Vacation - 40 hours and then increasing 40 more hours at 2nd, 5th, and 10th anniversaries

o Personal Days - 48 hours/6 days per year then increasing to 64 hours/8 days on 2nd anniversary
•Available after one year

o Company IRA with 3% match

o Bi-annual performance bonus up to 2.5% of annual compensation

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