Ascend Nonprofit Solutions - Support Technician

Job Description

Network/365 Support Technician

The primary goal of the Network/365 Support Technician is to assist in the smooth operation of Ascend's on premise data network and MS 365 networks in order to provide maximum performance and availability for the system users.

Responsibilities/Accountabilities

Customer Service -

Creates positive and supportive relationships with customers and supported agencies.

Provide technical support for hardware and software of in-office and remote employees

Accepts and resolves service tickets in an appropriate and timely manner.

Supports team by providing superior network and customer helpdesk services.

System Support -

Assist in supporting network operations, including troubleshooting connectivity problems, add/terminate users, assign rights and access.

Assists in server/hardware installation, patching, and upgrades.

Assists in 365 configurations and operations.

Assists in Software/ Major applications installation, patching, and upgrades.

Network Support -

Assist in supporting

Switching and Network Infrastructure (Cisco Command line, Vlan, SD-Wan).

Compute, server, and storage systems (Vmware Microsoft Servers).

Physical and Virtual compute environments.

Firewall, DMZ, and VPN systems (Cisco, Sonicwall, Fortigate).

Phone, Voice, VOIP, and media systems.

End User Computing Systems (Deployment systems).

System Stability -

Maintains up to date and accurate system/network documentation.

Assists in backup of all systems. (Veeam).

Assists in monitoring of all systems (Pulseway).

Assists in patching of systems.

Assists in assuring network security (IPS, AV, HIPAA, FERPA compliance).

ESSENTIAL JOB FUNCTIONS

The employee is required to travel less than 25% of the time

Ability to exercise independent judgment and reason objectively.

Ability to prioritize large demands appropriately.

Ability to work efficiently in stressful environment, when system emergencies occur.

Ability to communicate effectively in written and oral expression

Ability to document accurately, concisely and in a timely manner.

Ability to handle a variety of duties.

Ability to exercise discretion on sensitive or confidential matters

POSITION REQUIREMENTS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to occasionally lift and/or move up to 20 pounds

Minimum Requirements

High School Diploma, 2 year college degree preferred.

Two years' related experience or equivalent combination (education)

Proven experience working with Microsoft servers/networking environment.

Proven experience working with Microsoft 365 environment.

Valid Driver's License and automobile insurance, own transportation and the ability to travel throughout the community.

Network +, or Comptia A+, or Equivalent.

Microsoft Certification is preferred. (MCP, MCSA, MCSE).

Good working knowledge of RDS, VPN, DNS, DHCP, and VoIP technologies.

Ability to troubleshoot and resolve network connectivity issues.

Experience with installing, configuring, maintaining, and troubleshooting workstation and server hardware.

Experience with Windows Server. Ability to work a flexible schedule including some evenings and weekends.

No calls, emails, or visits please. For immediate consideration, please formally apply online and provide a resume and cover letter.

The above statements are intended to describe the general nature and level of work being performed by people assigned this job classification. They are not to be constructed as an all-inclusive list of all duties, skills, and responsibilities of people so assigned.

The Agency's policy is to provide equal opportunity in all terms, conditions, and privileges of employment for all qualified applicants and employees without regard to race, color, creed, religion, national origin, sex, age, marital status, disability or veteran status.