IT Support Professional

at  Invision Technologies

POSITION SUMMARY:

Invision Technologies, LLC is looking for additional IT Support Professionals to join our team. The ideal candidate exemplifies exceptional customer service while possessing the skills, knowledge, and aptitude to resolve client IT issues. The IT Support Professionals are responsible for the delivery of reactive technical support, as well as emergency and scheduled onsite requests. Qualified candidates must have the ability to communicate with clients and co-workers at both technical and non-technical levels. Ideal candidates are self-directed, innovative, organized, flexible, and consistent in maintaining our high-quality standards. The desire and drive to build and maintain customer relationships is a key function of this role. This candidate must also be able to exhibit a sense of urgency in providing exceptional quality service to clients and setting and managing expectations.

KNOWLEDGE, SKILLS & PERSONAL QUALITIES:

• Demonstrate excellence in customer service
• Ability to identify simple to complex problems and analyze them for triage or solution
• Demonstrate problem-solving strategies and practical knowledge
• Ability to diagnose and resolve issues balancing research, troubleshooting, and standard procedures
• Advanced knowledge of computer systems, including hardware, software, OS, and peripherals
• Working knowledge of networking fundamentals and hardware
• Knowledge of cyber security fundamentals
• Demonstrated ability to work in a fast-paced environment
• Time management, organization, and communication are vital

REQUIRED QUALIFICATIONS:

• A high school diploma or equivalent required
• 1-year computer and/or network support experience
• Exceptional written and verbal communication skills
• Ability and desire to learn and adapt quickly
• Exceptional customer service skills
• Attention to detail

PREFERRED QUALIFICATIONS:

• Advanced level degree or certifications desired
• Preferred certifications: Comptia A+, Network+, Security+, any Microsoft
• Managed Service Provider experience
• Use of PSA/Ticketing system experience
• Experience as a tier 1-2 IT Support Specialist
• Working knowledge of O365, Azure, Sharepoint

• Serve as front-line IT support for all aspects of our client’s IT environments, including, but not limited to, hardware, software, networking, printing, Microsoft, and basic server support
• Provide both in-person and remote support to clients and serve as the first point of escalation for issue reporting
• Offer our clients a true “white-glove” support experience and exceed their expectations
• Install and configure hardware and software components to ensure usability and optimal performance
• Work with counterpart technicians and clients for developing solutions to meet client needs
• Create and maintain thorough documentation and configurations within company tools
• Identify and implement automation and continuous process improvement opportunities
• Interface with third-party vendors as a liaison between client and vendor
• Participate in a 24x7 on-call rotation and after-hour upgrades to support our managed services clients
• Other duties as assigned