L1 Support Technician

E-N Computers; Waynesboro (VA); On-site; USD 55,000 - 85,000; Full time

Job summary

E-N Computers in Virginia seeks a capable IT Support Specialist to help manage day-to-day operations, support remote customers, and ensure compliance with contractual obligations. The role reports to the Service Manager and requires background screening.

You will execute service tickets, assist with network documentation, manage user accounts, and assist with installing printers, workstations, and servers. Strong Windows, Active Directory, DNS/DHCP, and firewall know-how is preferred; on-call

Qualifications

• Experience with Windows desktops and OS installation/troubleshooting.
• Familiarity with AD, DNS/DHCP, and group policy.
• Experience securing networks with firewalls and VPNs.
• Background check and service industry experience.

Responsibilities

• Execute scheduled service tickets in ticket system.
• Liaise between operations and customer personnel.
• Support day-to-day field service and repairs.
• Document client networks.
• Configure file, print, and remote access services.
• Administer user accounts and group policies.
• On-call rotation.
• Analyze data to develop recommendations.
• Identify and solve new problems.

Skills

Windows OS

Active Directory

DNS/DHCP

TCP/IP networking

Group Policy

Troubleshooting

Customer service

Documentation

Tools

Intune

Purview

Defender

Azure

Job description

The primary responsibilities of this position are to support day-to-day operations in Virginia including interfacing with remote customers and communicating with the Service Manager and Project Manager to ensure that E-N Computers remains in compliance of contractual obligations. Reports to the Service Manager. Must be able to pass a background check.

Essential Job Functions (includes but is not limited to):

• Executing scheduled service tickets from our ticket management system
• Act as liaison between the E-N Computers operations team and the Customer(s)’ operational personnel
• Support the day-to-day field service and repairs operation as needed.
• Time accountability
• Documentation of Client Networks
• Small Projects ex: installing printers, workstations, etc.
• Assist in maintaining and repairing all customer equipment including networks, computers, servers, cameras, and printers.
• Assisting with designing and documenting all procedures used in the maintenance, repair, and upgrading of all equipment and software.
• Assist in continuous improvement initiatives.
• Configure file, print, and remote access services.
• Administration, ex: add/remove users and groups, group policy, configure file permissions, check event logs, configure, and restore from backup.
• Administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases.
• Willing and able to take the initiative and be proactive to fix issues before they create any problems.
• On Call rotation
• Research, compile, and analyze data to develop recommendations for appropriate business decisions and/or actions.
• Acts independently to determine methods and procedures on new assignments.
• Able to identify and solve new or unique problems using analysis of facts and/or previous solutions.
• Other duties as assigned.

Required Skills Technical Skills:

Knowledge, Skills, and Abilities:

• Knowledge of how to install and manage OS, administer users accounts, security, configuration, updates and configure network connectivity for supported programs.
• Comprehensive understanding of configuration and initialization files, error logging, event viewer as they pertain to software applications. Must be able to gather, organize, analyze and/or potentially resolve software issues. Effectively use escalation procedures and able to manage priorities.
• Experience required with Windows desktop operating systems. Ex: installing, configuring, troubleshooting
• Experience with one or more of the following: system security including the management of Certificates, WSE, NTFS, Bitlocker, and Share level Permissions.
• Knowledge of TCP/IP; DHCP, DNS, WINS, Workgroups, Domains, Active Directory. Additionally, the configuration, management, and troubleshooting of firewall, switches, and routers.
• Experience with Terminal Services (configuring user profiles, troubleshooting, etc)
• Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
• Working Knowledge of Firewall Technologies ‑ ie: SonicWALL, Linksys, NetGear, and Cisco Meraki
• Working Knowledge of Wireless Technologies

Credentials and Experience:

• Minimum 1 years of experience in the service industry, preferably critical, customer service experience.
• MS Stack: Intune, Purview, Defender, Azure