Video Management System Support Technician

InnoSource Inc.; Pittsburgh (Allegheny County); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Healthcare

50% dental reimbursement

Life insurance

PTO

Paid holidays

Tuition reimbursement

401k after 1 year

Job summary

InnoSource Inc. is hiring for a full-time, on-site IT support role in Robinson Township. You will join a team supporting internal associates nationwide with no travel required and a daytime 8-to-5 schedule.

The role focuses on Viakoo VMS management, ticket triage, and resolving hardware/software issues, including firmware updates and password/vulnerability management. Benefits include healthcare, dental reimbursement, life insurance, PTO, holidays, and 401(k) options after one year.

Qualifications

• High school diploma or GED required.
• ServiceChannel experience is required.
• One year of IT/computer experience preferred but not required.

Responsibilities

• Monitor and resolve L0 & L1 Viakoo tickets.
• Escalate L1 tickets to Technical Advisor when needed.
• Troubleshoot server hardware/software issues.
• Place service calls for hardware problems.
• Load Viakoo software and apply updates to servers.
• Apply firmware updates as needed.
• Manage passwords and IT/IOT vulnerabilities.

Skills

ServiceChannel

Stamina

Problem solving

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 & Knowledge

· ServiceChannel experience is required

· Ability to sit / stand for long periods

· Strong problem-solving skills

Education & Experience

· High school diploma or GED equivalent, required

· ServiceChannel experience is required

· One (1) year of relevant IT / computer experience, preferred but not required

· $19 an hour starting 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

Ready to join InnoSource?

Take the next step in your career journey and become part of our innovative team.

Questions about this position? Contact our HR team for more information.