This full-time position is responsible for providing first level support to Safety Net clients. Successful candidate will work as part of Safety Net's Support Services Team. Work tasks range from desktop support to routine network administration and troubleshooting.
Key Tasks and Responsibilities
SUPPORT QUEUE
- Accept support requests from the Level I support queue
- Remote client support
- Clearly communicate status on cases in progress
- Exceed SLA guarantees to Safety Net clients
- Clearly document all tasks
- Maintain high customer satisfaction rating
NETWORK ADMINISTRATION
- Modify permissions
- Create and modify security groups
- Maintain virus protection systems
Required qualifications
- Strong interpersonal skills, including a professional and pleasant telephone demeanor
- Demonstrable written communication skills. Must be able to spell and use correct grammar and punctuation
- Customer service experience preferred, resolving a client's problem while maintaining calm and empathy for their situation
- Minimum one year relevant experience working in a similar role
- Two-year degree or higher, with a minimum GPA of 3.0
- Valid driver's license
- Current MCP certification with competency in Microsoft desktop Operating System software certification or commitment to completion within the first three months of employment. CompTIA certifications are a plus
- Basic understanding of networking principles: Client Server networking; TCP/IP: Routing, DNS, WINS, DHCP, the Internet; Switching
- Basic knowledge of CAT5 wiring
- Basic knowledge of wireless security and wireless client configuration
- Entry level knowledge of Active Directory: Ability to describe in basic user account administration
- Basic understanding of network firewalling/security technology
- General knowledge of server maintenance tasks: Backup software monitoring and troubleshooting; Disk defragmentation; Event log review; Hardware monitoring tool review
- Corporate anti-virus software experience. Symantec Endpoint Protection preferred
- Spyware removal experience
- Troubleshooting fundamentals. Ability to break problems down and use a logical process of elimination
- Firm understanding of desktop hardware: Ability to diagnose hardware problems; Familiarity with desktop hardware diagnostic tools; Understanding of RAID
- Ability to follow complex detailed instructions to accomplish more complex tasks
On-the-job training provided. Compensation is commensurate with experience. Position is eligible for medical, prescription, basic dental and optical benefits with Blue Cross Blue Shield, disability and basic life insurance, a retirement plan with matching contributions following one year of service, Paid Time Off (PTO), in addition to 6-7 scheduled company holidays.
