Technical Support Lead

2 weeks ago

Bethlehem, United States BERKHEIMER BUSINESS SERVICES LLC Full time

We invite you to explore this exciting opportunity with Berkheimer Business Services LLC. We are currently seeking a talented and committed Senior Support Technician to enhance our Technical Support team.

KEY RESPONSIBILITIES:

The primary role of the Senior Support Technician involves delivering second-tier Help Desk assistance, engaging with both internal and external clients, as well as vendors, to uphold and enhance the technological framework of our organization. This position demands exceptional customer service skills, effective communication with a diverse audience, and advanced technical troubleshooting capabilities.

Key Duties Include:

  • Oversee the complete spectrum of installation, upkeep, and support of the network infrastructure, which encompasses switches, routers, firewalls, and more.
  • Contribute to the innovation of new technological solutions while ensuring the correct configuration and cabling of network systems.
  • Conduct diagnostics, troubleshoot network devices, and engage in LAN performance evaluations.
  • Maintain documentation of infrastructure setups, manage technical project assignments, and monitor system performance metrics.
  • Record activities in ticketing systems and ensure all assigned requests are resolved within designated timeframes.
  • Assist in mentoring junior personnel, communicate effectively with various stakeholders, and occasionally travel to local offices for technical support.

WORK ENVIRONMENT:

  • On-site role with the potential for hybrid/remote work arrangements after initial training.
  • Standard working hours from Monday to Friday.
  • Participation in an on-call rotation for emergency helpdesk support during off-hours is required.

COMPENSATION AND BENEFITS:

  • Competitive salary range based on experience.
  • Comprehensive Medical, Dental, and Vision insurance plans.
  • Generous Paid Time Off (PTO) including vacation, sick leave, personal days, and holidays.
  • 401(k) with profit-sharing options.
  • Basic Life Insurance coverage.
  • Tuition reimbursement programs.
  • Travel assistance and employee support programs.
  • Long-term disability insurance.
  • Optional pet insurance.

QUALIFICATIONS:

The ideal candidate will have a robust background in computer technology, excellent communication skills, and a proactive approach to problem-solving. The Senior Support Technician should be resourceful, detail-oriented, and capable of implementing new technologies and best practices.

  • Bachelor's Degree or equivalent from a recognized institution.
  • 2-4 years of relevant experience or training, or a combination of education and experience.
  • Valid Driver's License with a clean driving record.
  • A+ Certification is preferred.
  • Proficient knowledge and experience with systems/tools such as:
    • Microsoft Deployment Toolkit (MDT)
    • Distributed File System (DFS)
    • Microsoft Windows 11
    • Active Directory
    • PowerShell
    • Cisco Networking
    • Virtual machine software (VMware)
    • Avaya or similar IP phone systems
    • Remote Desktop Services (RDS)/Terminal servers

ABOUT US:

At Berkheimer Business Services LLC, we prioritize open and honest communication, fostering an environment of respect and trust. Our employees are the driving force behind our success, and we are dedicated to providing the necessary resources for their growth and achievement. We encourage innovative thinking and the use of imagination to develop effective solutions.

Equal Opportunity Employer: All positions require successful completion of reference checks, background checks, and drug screenings.

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