Support Technician

PURVIS Systems is a technology solutions partner that develops, implements and maintains mission-critical solutions for federal and local governments. We've been committed to sustainable growth since our inception in 1973, striving for continual improvement without ever losing sight of our core values: transparency, integrity, and teamwork. We provide the tools and path for each employee to be successful – and in return, ask you to play a pivotal role in helping your peers and clients be successful, providing top-notch teamwork and service. Peace of Mind at PURVIS Systems means knowing your work provides immeasurable value to our team, our partners and our clients.

We are seeking a highly motivated, task-oriented individual to be responsible for the troubleshooting, maintenance, and repair of our Fire Station Alerting System.  The ideal candidate is a problem solver, able to work independently and as part of a team.  We are seeking individuals with strong troubleshooting and critical thinking skills, attention to detail, and an individual with excellent written and verbal communication skills.

This role is a critical part of a team that assembles finished products using sub-assemblies, parts, and fasteners, and relays the knowledge learned while building into supporting the finalized product with customers. This position also conducts system checkouts and device setups in preparation for shipping to customers.

Supporting the system entails on-call troubleshooting, escalating, and working with Tier2 when required, utilizing Microsoft Teams, Email and Zendesk suites.

• Maintain a professional, helpful demeanor representing PURVIS as the first layer of support.
• Take responsibility and ownership of assigned support tickets, telephone calls and emails.
• Provide on-call support on a rotating basis, including telephone support after hours and on weekends.
• Provide Tier1 troubleshooting for end user issues (customers and subcontractors)
• Troubleshoot, upgrade, maintain system applications, including proprietary applications.
• Provide oversight of maintenance on all related system peripherals (i.e., thermal printers, UPSs, terminal servers, relay cards, HDMI Extenders, Serial to Ethernet converters, etc.).
• Assist in identifying issues and topics for knowledge base topics and documentation.
• Test and diagnose to maintain test lab environment.
• Support on-site customer testing and cutovers.
• Maintain and test all remote VPN clients, (Example: Net Motion, Cisco Connect)
• Provide other duties as identified and assigned.

• Possess excellent organizational, interpersonal, and communication skills.
• Attend to detail as it pertains to observing, asking the right questions to drill down to cause, and recording findings effectively.
• Be able to establish and maintain effective working relationships with co-workers and customers.
• Be able to work independently and flexibility to support project requirements.

• 2+ years of work-related experience in the field of IT Support, preferred.
• Associate's Degree or higher in Information Technology, Computer Science or related field. 
• Possess a technical school or apprenticeship program in related field of electrical or electronic support must have a minimum of 2-3 years of work-related experience.
• Knowledge of and experience in configuring desktop and laptop computers with Windows 7 and 10.  Must have working knowledge of standard network protocols.  Candidate must demonstrate experience in system deployments.
• Knowledge of troubleshooting hardware related issues remotely, such as working with customers and subcontractors to troubleshoot and test installed IP configured devices, wiring issues and/or software configuration related issues.

Position requires an FBI criminal background check.

The PURVIS Team values the health and financial security of every employee. This is why we have chosen to offer all full‐time employees a comprehensive package of group benefit programs with enrollment options intended to offer flexibility – in both plan selection and level of coverage to maximize the value of your benefits as cost effective and affordable without compromising quality.

PURVIS values the diversity of our team. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.