Video Management System Support Technician

InnoSource; Pittsburgh (Allegheny County); On-site; USD 34,000 - 46,000; Full time

Benefits offered by this job

Health insurance

Dental reimbursement

Life insurance

PTO

401k after 1 year

Tuition reimbursement

Job summary

InnoSource in Robinson Township, PA, is seeking a full-time IT support specialist to assist internal associates nationwide. You will perform L0/L1 Viakoo VMS support, load and configure software on new servers, and manage ticket closures and priorities.

The daytime 8:00–17:00 schedule includes healthcare, 401k after one year, paid time off, and tuition reimbursement eligibility. A high school diploma or GED and ServiceChannel experience are required.

Qualifications

• High school diploma or GED required.
• ServiceChannel experience is required.
• 1 year of relevant IT experience preferred.

Responsibilities

• Monitor L0 & L1 tickets for Viakoo VMS platform.
• Escalate L1 tickets to Technical Advisor when needed.
• Troubleshoot server hardware/software issues.
• Place service calls for hardware issues.
• Load Viakoo software on servers and apply updates.
• Manage IT security passwords and vulnerabilities.

Skills

ServiceChannel

IT experience

Problem solving

Stamina

Education

High school diploma or GED

Tools

Viakoo

Job description

Are you interested in a full-time career with a Fortune 100 award-winning company?

We are currently seeking a customer focused individual in Robinson Township! You will be part of a team using your experience to support our internal associates all across the United States (No travel required). Regular day shift hours and great benefits.

Key Responsibilities

This is a Level 0/1 support function that provides Video Management System (VMS) support for all Operating Companies. The function will be to load and execute the Viakoo application on all new or replacement VMS servers being installed, evaluate ticket severity, and process ticket closures based on priority. Maintain monthly average of ticket closure times of 85% within 24 hours and 95% within 72 hours. L1 tickets should be elevated within 72 hours if there is a need for Technical Advisor support.

• Monitor queue and resolve L0 & L1 security VMS platform Viakoo open tickets.
• Escalate L1 tickets to Technical Advisor if additional assistance is required.
• Troubleshoot, resolve, server hardware/software issues.
• Place service calls for hardware related issues.
• Load Viakoo software and apply it to servers as needed.
• Apply firmware updated as needed.
• Manage passwords and IT/IoT vulnerabilities.

Required Skills and Knowledge

• ServiceChannel experience is required
• Previous IT experience, preferred
• Ability to sit / stand for long periods
• Strong problem-solving skills

Education and Experience

• High school diploma or GED equivalent, required
• ServiceChannel experience is required
• One (1) year of relevant IT / computer experience, preferred but not required

Benefits and Pay

• Daytime schedule (8 AM to 5 PM)
• Monday through Friday
• We offer healthcare, a 50% dental reimbursement program, and free $25,000 life insurance policy
• PTO, paid sick time, and paid holidays
• Eligibility for tuition reimbursement (can be used toward certifications or degrees) and our 401k retirement plan after one (1) year of employment

About InnoSource

InnoSource has been Putting Passion to Work for over 25 years. We care about our associates and our clients, and we aim to deliver for both. This means connecting each individual with the best long-term career fit based on unique skills and needs, and guiding you through the process along the way.

Pre-Employment Checks

As part of our hiring process, InnoSource may obtain a background check (known as a "Consumer Report") from a Consumer Reporting Agency. This report will include a criminal records check and may also include verification of your Social Security number, driving record, education and/or employment history, credit history, or other background information. A drug and/or nicotine screen may also be required.

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Equal Opportunity Employer - Age/Race/Color/Sex/Sexual Orientation/Gender Identity/Disability/Veteran