Onsite Support Technician - Bronx

Atlantic; New York (NY); On-site; USD 60,000 - 78,000; Full time

Benefits offered by this job

Transit reimbursement

Job summary

Atlantic is seeking an Onsite Support Technician to provide hands-on IT support at our Bronx location and other NYC boroughs. The role covers workstations, servers, printers, networking gear, and third-party software, plus project deployments and continuity testing.

The technician will build workstations/servers, deploy network equipment, implement VPNs, install software, and document the environment. Travel reimbursement is provided; strong communication with customers is essential.

Qualifications

• 2 year degree in Computer & Information Science or related field preferred.
• Minimum 3 years of experience as an onsite or field service technician.
• Excellent interpersonal and communication skills, able to tailor to end-user.
• Able to manage multiple projects with strict timelines in high-pressure environments.
• A+ certification.
• Experience building desktops and laptops.
• Experience racking, stacking and patching network equipment.
• Ability to improve customer service satisfaction.
• Enter and update all work as service tickets into ConnectWise.
• Stay updated with industry technologies.

Responsibilities

• Provide onsite IT support for issues involving Microsoft business applications.
• Troubleshoot Exchange basics and AD changes.
• Assist with PC builds and network equipment deployments with the project management team.
• Resolve PC connectivity and network issues including ISP circuits and firewalls.
• Install Microsoft and third-party software; implement and support VPNs.
• Document and update client environment; escalate issues as needed.
• Communicate with customers on incident progress and outages.
• Monitor network performance and take action to resolve latency.
• Maintain IT rooms and assets; participate in business continuity testing.
• Advise and train staff on computer operations and software; participate in onboarding.

Skills

Interpersonal skills

Customer service

Independent worker

Time management

Adaptability

Onboarding

Staff training

Technical troubleshooting

Communication skills

Problem solving

Education

Associate degree

Tools

ConnectWise

Active Directory

VPN

Microsoft Exchange

Job description

The Onsite Support Technician is responsible for providing onsite support at our client’s main location in the Bronx, NYC, as well as their other locations the surrounding boroughs. This relates to all technology utilized by the client, including workstations, servers, printers, networking equipment, internet service providers, and third-party software. The role also carries project implementation responsibilities with regards to all implemented products & technologies. This includes, but is not limited to, workstation builds and deployments, server & network equipment installations, ISP deployments, application installation and upgrades, business continuity and disaster recovery testing.

• The candidate will be reimbursed for their car and/or mass transit expenses.

Responsibilities

• IT support relating to technical issues involving Microsoft's core business applications
• Support services for Microsoft related technologies: This includes areas such as basic troubleshooting of Exchange, and adds/moves/changes for AD accounts.
• Work with the project management team on PC builds and network equipment deployments
• Troubleshoot PC connectivity issues.
• Troubleshoot network elements including ISP circuits, firewalls, network switches, wireless equipment and telephone system.
• Installation of Microsoft and all 3rd party software.
• Remote access solution (VPN) implementation and support
• Document and update the client environment
• Escalate service issues when required
• Communication with customers as required, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Monitor network performance for availability, utilization and latency. Take the appropriate measures to resolve throughput issues, escalating to the support team as required.
• Keeps IT Rooms clean and organized.
• Oversees the maintenance and tracking of assets.
• Business Continuity & Disaster Recovery testing
• Advise and train staff on computer operations and software applications
• New staff onboarding participation

Qualifications

• 2 year degree in Computer & Information Science, Computer Information Systems, or closely related field is preferred.
• Minimum 3 years of experience as an onsite or field service technician.
• Excellent interpersonal skills and communication skills. Candidate needs to be able to tailor communication to the proper skill level of the end-user, and include the appropriate detail to manage the end-user’s expectations.
• Able to work independently to manage strict timelines with multiple projects in order to meet deadlines under high-pressure environment.
• A+ certification
• Experience building desktops and laptops.
• Experience racking, stacking and patching network equipment.
• Ability to improve customer service satisfaction
• Enter and update all work as service tickets into ConnectWise. Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
• Principles, techniques, and concepts of network administration
• Knowledge of office terminology, practices and procedures.
• Demonstrates consistency in ability to be flexible.
• Identifies and acts on problems quickly, decisively and effectively. Responds quickly to staff and peers.
• Open to change and new approaches. Able to deal with ambiguity by responding appropriately & effectively to uncertain situations. Takes the time to listen, and encourages dialogue.