IT Support Specialist

Wage: $28 per hour

Job Description:

As an IT Support Specialist at Appalachian Network Services Inc, you will be a critical player within our IT department, providing high-level technical support and handling complex, escalated issues. This role is essential for ensuring efficient IT operations across the organization and includes significant responsibilities for onsite IT services and occasional cross-training with the Field Services department to support scheduling and operational demands.

Key Responsibilities:

• Provide second-tier support for complex IT issues, both remotely and onsite, relating to technology such as workstations, servers, printers, networks, and phone systems.
• Act as the primary technician for onsite IT services, ensuring timely and effective resolution of issues.
• Support disaster recovery solutions and maintain network infrastructure, including WAN and LAN connectivity, routers, firewalls, and security.
• Implement and support remote access solutions, including VPN, Terminal Services, and Citrix.
• Monitor alerts and notifications from the remote monitoring and management system, responding accordingly through service tickets.
• Maintain and review system documentation in ConnectWise, ensuring accurate and effective documentation of support activities.

Additional Duties and Responsibilities:

• Provide fast and effective responses to customer requests, improving customer service perception and satisfaction.
• Collaborate closely within the IT team to manage and escalate IT issues as required.
• Cross-train with the Field Services department to assist with large projects or scheduling needs, ensuring a cohesive and flexible operational capability.
• Consistently maintain service level agreements by swiftly responding to and resolving service tickets within prescribed timeframes. Accurately record all billable hours and services performed, both internally and for customers, using ConnectWise. Ensure daily productivity aligns with departmental goals by effectively managing and documenting work tasks to meet operational standards and client expectations.

Licensing and Compliance Requirements: This role requires active participation in obtaining a NC Alarm System License Registrant. This licensure is essential for any team member involved in the installation, maintenance, or remote access to Camera Systems, Alarm Systems, or Access Control Systems. Management of the licensure process will be overseen by our NC Alarm System License Licensee to ensure all legal and regulatory requirements are met.

Company Culture:

• At Appalachian Network Services Inc, we embody core values of Excellence, Security, Technological Agility, and Teamwork, which guide our commitment to innovation and safety in all our operations.
• We support professional growth and continuous learning, encouraging our team to enhance their skills and contribute effectively to our technological goals.
• We uphold a zero-tolerance policy for workplace negativity and toxicity, actively fostering a culture that rewards problem-solving, innovation, and teamwork. Our commitment to a positive work atmosphere ensures that every team member feels valued and supported.
• Every employee is encouraged to take initiative and contribute ideas to ongoing improvements. By promoting an environment where all voices are heard and respected, we ensure that team members feel part of our collective success and are supported in their efforts to excel.

Knowledge, Skills, and Abilities Required:

• Advanced understanding of operating systems, business applications, printing systems, phone systems, and network infrastructure.
• Strong interpersonal and communication skills, including telephony skills, active listening, and customer-care abilities.
• Proficient in diagnostic and troubleshooting skills with the ability to multitask and adapt quickly to changing requirements.
• Self-motivated with the ability to work effectively in a fast-paced environment.

Professional Certifications:

• Required: ETAI Computer Service Technician CST, Associate-level certifications from all of the major system manufacturers that we currently sell (e.g., Paxton, 2N, Sangoma, Bosch, Milestone, Kramer, BitTitan as well as Microsoft 365 Certified: Fundamentals)
• Preferred: CompTIA Security , Network , Server

Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• At least 5 years of experience in IT support roles, demonstrating a track record of problemsolving and technical expertise.

Schedule:

• Full-time, 8 Hour Shift, Monday to Friday
• Potential on-call responsibilities as needed