Network Systems Technician

2 weeks ago


Buffalo, United States Abacus Full time

This role will perform tasks requiring on-site support for basic & intermediate level requests for Information Technology clients/end devices, applications, & server/network infrastructure per the responsibilities listed below:

  • Provide dedicated Senior Leadership, Executive and Board member support.
  • Work escalated tickets by assisting with desktop troubleshooting, server and application support, printer maintenance, MDM configurations, remote workforce virtual desktop troubleshooting and remote user support.
  • Open, track and close all service requests, as well as manage the classification, assignment, tracking, and completion of requests into problems, incidents, and requests using ServiceNow. Monitor priority ticket status and guide workflows to completion.
  • Monitor ServiceNow ticket queue, respond promptly to incidents and problems and follow through to resolution.
  • Communicate to senior team members, managers, and the business of any issues that need management attention and problems that impact large numbers of clients. Ability to identify scope and severity of incidents and problems effectively.
  • Provide technical support for remote office and remote users vi combination of phone and Microsoft Teams to resolve incidents.
  • Collaborate with on-site staff to supplement the existing knowledge base and document solutions.
  • Follow up with various teams for root-cause analysis (problem management) for continuous improvement of service delivery processes. Identify workflow improvements to increase efficiencies for requests.
  • Serve as the first point of contact for service desk team members seeking technical assistance.
  • Many of the above areas will involve mentoring and cross training of peers with less experience.
Specific technology domains that are desired include but are not limited to:
  • Basic VMware vSphere skills
    • Editing VM settings, such as virtual hard drives, vcpus, vram, vnic, etc.
  • Windows Server 2012, 2016, and/or 2019 operating systems
    • Role experience including DNS, DHCP, Filesharing, Printserver,
  • Windows 7 and 10 operating systems
  • Microsoft Office
    • Including Visio, and Project
  • Microsoft Office365 License assignment
  • Microsoft Office365 Cloud Services
    • Exchange Online - Mail flow, access/permission troubleshooting
    • Sharepoint - Access/permission troubleshooting
    • Onedrive
    • Teams - How-to knowledge, troubleshooting errors and problems
    • Stream
    • PowerBi
  • Printer Management
  • Globalscan - Enterprise Scanning
  • Rightfax - Enterprise Faxing

Skills that are not required but a plus:
  • Virtual desktop experience including citrix and vmware solutions
  • Secure based access management systems
  • Service now incident, request, change modules, ITIL, service now reporting
  • Basic network topology
  • MFA technologies including 3 rd party tools and Microsoft products
  • Intune
  • Basic knowledge of load balancers and HA based systems
  • Basic knowledge of EHR systems a plus
  • DUC(including general AD security principals), ADFS, ADCS, LDAP
  • Powershell
  • Network Printing (queue creation, queue troubleshooting, RX printers)
  • SCCM/InTune
  • Quota/storage management


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