IT Support Specialist

2 weeks ago

Lancaster, Pennsylvania, United States ONE2ONE Inc. Full time
Job Title: Systems Administrator for an MSP

About the Role:

We are seeking a highly skilled and motivated Systems Administrator to join our team at ONE2ONE Inc. As a key member of our IT department, you will be responsible for providing exceptional technical support to our clients, ensuring their IT systems are running smoothly and efficiently.

Key Responsibilities:

  • Emulate and promote the ONE2ONE culture by adhering to our vision, mission, and core values.
  • Provide outstanding customer service to all existing and prospective clients.
  • Deliver a 5-star IT experience through proactive issue resolution and timely communication.
  • Participate actively in structured meeting cadences and own weekly To Dos and Quarterly Rocks with high accountability.
  • Utilize our PSA, RMM, documentation platform, and other programs as trained and directed.
  • Represent ONE2ONE in the community through events such as conventions, expos, and chamber functions as directed by management.
  • Attend relevant webinars, seminars, and training sessions as directed by management.
  • Ensure services are delivered in accordance with all contracted Service Level Agreements.
  • Manage user profiles, resolve file permissions, and file access issues.
  • Aid clients with basic use of common applications and operating systems.
  • Perform backup restoration and malware and virus remediation.
  • Troubleshoot and resolve technical escalations.
  • Manage high-priority issues defined by impact and urgency.
  • Utilize the service ticket system to log all requests, activities, and labor, including documentation of special requests and customizations.
  • Participate in an on-call rotation to provide support in accordance with contracted Service Level Agreements.
  • Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests.
  • Adhere to established escalation processes to achieve resolution.
  • Utilize, create, maintain, and enhance client documentation in the PSA and documentation platform.
  • Develop, engineer, and/or implement technical solutions to resolve clients' business challenges.
  • Collaborate and positively interact with hardware and software vendors to resolve client issues.
  • Deploy, troubleshoot, and repair hardware and software on site and at ONE2ONE's facilities.
  • Assist in deploying projects as needed and directed by management, such as phone systems, server upgrades, new PCs, hardware upgrades, and networking.
  • Travel as required (approximately 25-75% of time) to client sites to perform various IT-related tasks.

Requirements:

  • Motivated and solution-focused.
  • Experience in Managed Services Provider (MSP) business model.
  • Strong client service focus.
  • Excellent written and verbal communication skills with the ability to explain technical concepts to lay audiences.
  • Self-starter with the ability to appropriately prioritize and plan complex work in a rapidly changing environment.
  • Results-oriented with the ability to produce products that deliver organizational benefit.
  • Strong critical thinker with problem-solving aptitude.
  • Strong Professional Services Automation (PSA), Remote Control, and Documentation skills.
  • Strong Backup, Disaster Recovery, and Business Continuity skills.
  • Strong Active Directory administration skills.
  • Strong competency deploying and supporting the operating systems currently supported by Microsoft.
  • Above-average competency with the Microsoft Office suite of products.
  • Strong understanding of TCP/IP, routing, switching, subnetting, etc.
  • Experience in user administration in MS Exchange.
  • Experience with the development or troubleshooting of Group Policy Objects.
  • Knowledge and experience troubleshooting SMB firewalls and basic networking equipment (routers, switches, wireless access points).
  • 2-4 years related IT direct customer support experience (or similar IT experience).
  • 2-4 years troubleshooting connectivity on desktop PCs, Macs, and Windows Servers via remote applications.
  • CompTIA Network+, MCSA: Windows Server or M365 Certified.

Benefits:

  • Salary Range: $60K - $70K.
  • Medical, Dental, & Vision with Employer Contribution.
  • 401K with Employer Match.
  • Paid Time Off.
  • Volunteer Time Off.
  • Employee Assistance Program.

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