Onsite Support Technician - Bronx

Atlantic; New York (NY); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Travel reimbursement

Job summary

Atlantic is seeking an Onsite Support Technician to provide hands-on IT support at our client location in the Bronx and additional sites in surrounding boroughs. You will work on workstations, servers, printers, networking gear, and third-party software, with responsibilities spanning builds, deployments, and DR testing.

Ideal candidates have 3+ years in onsite roles, an A+ certification, and strong customer-facing communication skills. Travel reimbursement is provided for commuting costs.

Qualifications

• Associate degree in CS/IS or related field preferred.
• Minimum 3 years in onsite/field service roles.
• A+ certification required.
• Experience building desktops and laptops.
• Experience racking, stacking and patching network equipment.
• Strong communication and customer service skills.
• Experience with ticketing systems (ConnectWise).
• Ability to stay current with IT industry developments.

Responsibilities

• Provide onsite IT support at client locations in the Bronx and surrounding boroughs.
• Handle workstation, server, printer, networking device issues and software deployments.
• Assist with PC builds, network equipment deployments and ISP installations.
• Implement remote access solutions (VPN) and document the client environment.
• Escalate issues when required and communicate status to customers.
• Maintain asset tracking and clean IT rooms; support disaster recovery testing.

Skills

Interpersonal skills

Independent worker

Customer service

Time management

Technical troubleshooting

Documentation

Flexibility

Education

Associate degree in CS/IS

Tools

ConnectWise

Active Directory

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.