Information Technology Support Technician

OVERVIEW The Field Services & Support (FSS) Analyst is responsible for supporting local server and database solutions built on VMware, Microsoft Windows Server platforms, MS SQL and supporting the local and regional network. This hybrid role is responsible for resolving Network and System issues of low to medium complexity. As a member of a customer focused organization, the FSS Analyst provides assistance to internal associates incorporating excellent customer service in conjunction with the Global Service Desk Team. As a primary point of contact for our Global Infrastructure Operations, the FSS Analyst is expected to triage and resolve a multitude of different primary systems and networking needs (switches, network and server administration), incorporating best IT practices until resolution is met. The FSS Analyst will also be a mentor to the FSS Specialists on the team. ESSENTIAL DUTIES & RESPONSIBILITIES Provide Management and Support of Microsoft operating Systems, including Windows Server 2019, 2022 and 2025, Active Directory, DNS, GPO’s, DHCP, virtual hosts on VMware, SAN (PureStorage), backup systems (Cohesity).Respond to network issues and or server related issues as directed by Global Infrastructure Ops TeamConfigure Cisco Network switches and WLAN access points (HPE Aruba) TCP/IP networking, Layer 2 and 3 switching and routing; Physical copper and fiber cabling Responsible for daily monitoring of ServiceNOW incidents queue, responding according to IT Service Level AgreementProvide Tier 3 support on telephony related applications 3CX.Responsible for making basic device configuration changes and working with end users troubleshooting network and security related issues Responsible for answering emails from technical peers, create or update incidents for all work, and address a client request or issue Meet service level agreements related to change management processing and incident resolution Retaining ownership of escalated issues and work to resolution Work closely with peers to identify gaps in training, and provide feedback for training opportunities Demonstrate excellent communication and client care skills by documenting all activities within our client delivery system and communicating with the client in a timely manner. Manage, participate in, or directly work on any additional projects, assignments, or initiatives assigned by management Weekend and/or after-hour work may be scheduled as necessaryREQUIRED EDUCATION & EXPERIENCE Bachelor’s degree in Computer Information Systems and/or relevant experience. Equivalent professional experience will also be considered.3+ year’s experience in a network environment, CCNA a plus3+ years hands-on experience with Microsoft operating systems (Windows Server 2019 - 2025)Understanding of Microsoft SQL Server VMware training or certification Knowledge of PC networks and LAN/WAN infrastructurenetworking expertise and understanding of the OSI model, including routing principles and networking fundamentals, well known protocols and services, ARP/NAT, and command line interfaces QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIESThe requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsSolid communications and interpersonal skillsAbility to work toward corporate objectivesMust demonstrate the ability to prioritize and resolve multiple problemsQuality of work to include timeliness, completeness and accuracyAbility to work effectively with, and obtain cooperation from, other employees and outside partiesKnowledge of department function so that operations run smoothly in manager’s absenceRegular and predictable attendance is an essential function of the jobCreation and upkeep of System\Infrastructure and Network documentationAbility to lift 50lbs