Position Overview

As an Internal IT Technician, you will act as lead engineer for Aunalytics as a managed customer to design, implement, troubleshoot, and maintain the critical IT infrastructure that Aunalytics as a business relies on.  You will work directly with our end users to manage the Aunalytics’ IT environment. You will identify, research, respond to, and resolve complex technical problems; serving as the support for Aunalytics team members who contact the Service Desk with technical questions, concerns, and requests.  

Essential Duties & Responsibilities:

• Provide Internal AU Support:

• Deliver first class technical support for a diverse range of systems and configurations, understanding the unique IT environment of Aunalytics and following established service desk practices
• Work closely with end users to identify their needs and ensure client satisfaction
• Perform systems management for on-premises and cloud-based servers, including patch management, system monitoring, proactive and reactive troubleshooting
• Implement, maintain, and support networks, including switches, routers, firewalls, and other network devices
• Respond to and troubleshoot network outages, anomalies, issues, and challenges as they arise
• Document, track, and monitor problems to ensure a timely resolution
• Travel to other Aunalytics locations as needed and on a rotational basis to provide excellent support solutions to business needs (including after hours or as needed)
• Provide on-call support as needed (including after hours on a rotational basis)
• Serve as a mentor and trainer to other members of the team
• Conduct or assist with internal projects for internal systems – servers, software, workstations, network gear, video surveillance, and others
• Conduct internal task force meetings regarding Internal IT and related systems

• Manage Incidents:
  • Log, categorize, prioritize, and diagnose incidents. Provide workarounds where necessary and escalate complex issues to the appropriate team.
  • Analyze system logs and identifying potential issues with computer systems

• Conduct Proactive Maintenance:

• Monitor Aunalytics systems for potential issues and conduct preventive maintenance to ensure smooth operation and prevent problems before they occur.
• Maintain / support client technology assets including; servers, clients, printers, wireless hardware, and voice/data wiring 
• Participate in after-hours maintenance windows

• Maintain Communication and Documentation:

• Serve as the bridge between end users and our other technical teams, ensuring effective communication of issues, solutions, and updates. Keep accurate records (documentation) of all incidents, problems, and resolutions.
• Assist in developing technical standards and workflows
• Train end-users and prepare training materials on hardware and software use
• Provide guidance and training on new systems, software, and best practices for IT usage

• Uphold Service Level Agreements (SLAs):
  • Ensure that support services meet the defined SLAs, aiming to achieve and maintain high levels of stakeholder satisfaction

• Other duties as assigned 

Required Skills:

• 3-5 years of experience working with servers, networks, desktops, laptops, and troubleshooting networked environments 
• Experience working in a help desk/ end-user/ desktop support environment; MSP experience preferred
• Strong background in Microsoft Office 365 
• Experience with Active Directory, software installation/removal, data backups/restores, antivirus/firewalls/security, Internet/networking/wireless connectivity 
• Experience working with Citrix and Remote Desktop Services
• Experience with remote access, UPS's, print servers and printer maintenance and repair 
• Experience AutoTask a plus
• Experience supporting Mac’s preferred
• Experience with InTune preferred
• Must possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locations
• Excellent interpersonal, written, and verbal communication skills required
• Resourceful in getting things done, self-starter, productive working independently or collaboratively – ours is a fast-pace entrepreneurial environment with performance expectations and deadlines 
• Share our values:  growth, relationships, integrity, and true grit