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Full-timeDescriptionAlliance InfoSystems, LLC, a MSP, headquartered in Hunt Valley, MD has an opportunity for a Support Technician to join its Service team. The ideal candidate will have a passion for IT and a desire for continuous improvement and learning.
Responsibilities (Summary):
- Provide first-level technical support to clients via phone, email, and remote assistance
- Diagnose and resolve technical issues by applying effective problem-solving techniques, including researching solutions, performing tests, and implementing fixes
- Utilize remote access tools to assist clients with software installations, system updates, and problem resolution
- Document all support activities in a timely and accurate manner
- Occasionally, provide on-site technical support and assistance to clients when remote solutions are insufficient. On-site technical assistance, may include but not limited to, clients’ residence, should the client be considered remote.
- Escalate complex issues to senior technicians or management as needed
- Continuously improve technical knowledge and skills through training and self-study
- Maintain a positive and professional attitude when interacting with clients
Requirements
Successful candidate will have the following:
- High School Diploma/GED required.
- A+ and Network+ preferred.
- Prior related IT experience helpful but not required.
- Good understanding of operating systems, business applications printing systems, and network systems. Examples include but are not limited to: Windows 10, 11, and Server, Microsoft 365, Active Directory, and Entra ID (Azure AD).
- Ability to communicate effectively with users at all skill levels and utilize methods: such as telephony, email, active listening, and customer-care.
- Diagnosis skills of technical issues.
- Ability to multi-task and adapt to changes quickly.
- Ability to work effectively in a team.
- Understanding of the documentation process.
- Technical awareness: ability to match resources to technical issues appropriately.
- Service awareness of all organization’s key services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide services.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast-moving environment.
- Valid driver’s license and reliable transportation
What we offer:
- Competitive wages – salary range information below:
- Range = $20 to $29 per hour
- Other compensation: Overtime eligibility for hourly positions
- Hybrid remote work environment
- Benefits Offered:
- Generous PTO that increases with tenure (initial amount 3 weeks -prorated first year)
- Floating Holiday (1 day)
- Holiday Pay (7 days)
- 401K with annual safe harbor match
- Health, dental, vision, pet insurance options
- Flexible Spending Accounts
- Pet Insurance
- Tuition Reimbursement
- Incentive Bonus Certification Award Program
- Family Medical Leave eligibility
- Parental Leave in accordance to Maryland Parental Leave Act
- Sick and Safe Leave in accordance to Maryland Sick & Safe Leave Act
- Team oriented environment
