Alliance InfoSystems, LLC · 8 hours ago
Support Technician II - HYBRID
Hunt Valley, MD
Full-time
Hybrid
Entry, Mid Level
$23/hr - $35/hr
2+ years expAlliance InfoSystems, LLC, a Managed Service Provider (MSP) headquartered in Hunt Valley, MD, is seeking an experienced Help Desk Support Technician. The role involves providing second-level technical support, troubleshooting complex IT issues, and managing service tickets while ensuring customer satisfaction.
Cloud ComputingCyber SecurityInformation TechnologyIT ManagementProcurement
Responsibilities
Provide second-level technical support to clients, addressing complex IT issues that go beyond the capabilities of Support Technician I. Troubleshoot and resolve hardware, software, network, and security-related problems
Interact with clients professionally and empathetically, demonstrating strong communication skills. Maintain a proactive approach to keeping clients informed about the status of their support requests
Self-dispatch service tickets efficiently, prioritizing based on urgency and impact
Manage service tickets throughout their life-cycle, ensuring timely resolution and customer satisfaction
Act as a point of escalation for Support Technician I and offer guidance when necessary. Collaborate with entry level technicians to help them improve their skills and knowledge
Maintain detailed records of all support requests, incidents, and resolutions. Develop and update documentation for complex technical issues and solutions for internal use and client knowledge base
When remote solutions are insufficient, offer on-site technical support to clients, addressing more challenging IT issues and implementing complex solutions. On-site technical assistance, may include but not limited to, clients’ residence, should the client be considered remote
Diagnose and resolve advanced hardware and software-related problems, including configuring and optimizing software applications, operating systems, and hardware components
Leverage advanced knowledge to diagnose and resolve complex network issues, including routing, firewall configurations, VPNs, and wireless network troubleshooting
Promote and enforce IT security best practices, educate clients on advanced security measures, and assist in resolving security-related issues
Work closely with higher-level technicians and engineers for complex issue resolution and improvement of internal procedures and workflows
Collaborate with senior technical support teams to escalate complex issues when necessary and assist in resolving them
Participate in the planning, deployment, and management of IT projects, including network upgrades, infrastructure migrations, and technology rollouts
Stay current with industry trends, new technologies, and security threats to continuously improve technical skills and knowledge
Qualification
Required
High School Diploma/GED required
A+ Certification Required
2 years prior related IT experience
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
Preferred
Network+ and Security + Preferred
Benefits
Generous PTO that increases with tenure (initial amount 3 weeks -prorated first year)
Floating Holiday (1 day)
Holiday Pay (7 days)
Volunteer Paid Time Off (3 days)
401K with annual 3% safe harbor match
Health, dental, vision, pet insurance options
Flexible Spending Accounts
Pet Insurance
Tuition Reimbursement
Incentive Bonus Certification Award Program
Parental Leave in accordance with Maryland Parental Leave Act
Sick and Safe Leave in accordance with Maryland Sick & Safe Leave Act
Team oriented environment
Company
Alliance InfoSystems, LLC
Headquartered in Maryland, Alliance InfoSystems (AIS) is a proud Minority Business and Small Business Enterprise providing industry-leading Managed IT Services to clients across the US.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Tom McCadden
Executive VP and Chief Technology Officer
Recent News
Company data provided by crunchbase