POSITION OVERVIEW:

We are looking for a Technical Support Analyst to support and maintain our IT infrastructure. This role will focus on managing daily operations across our Windows environment, SonicWall VPN/firewalls, Hyper-V virtualization, and Terminal Servers. The ideal candidate is a reliable, detail-oriented IT professional who enjoys troubleshooting and keeping systems secure and running smoothly.

QUALIFICATIONS:

• 2–4 years of experience in a Network Administrator, Systems Administrator, or IT Support role.
• Strong knowledge of Windows Server 2016/2019/2022 and Active Directory.
• Hands-on experience with SonicWall firewalls and VPNs.
• Familiarity with Hyper-V virtualization.
• Experience supporting Terminal Services / Remote Desktop Services (RDS).
• Strong troubleshooting skills across network, server, and end-user issues.

TRAVEL REQUIREMENTS:

• Ability to travel occasionally to branch offices, or remote sites as required.
• Typical travel is infrequent and planned but may include same-day or overnight trips when project or support needs arise.
• A valid driver’s license and reliable transportation are required.

PREFERRED SKILLS:

• Microsoft or SonicWall certifications (e.g., MCSA, Network+, CSSA).
• Experience with Office 365 / Azure AD.
• Basic PowerShell or scripting knowledge.
• Exposure to backup and monitoring solutions.

SOFT SKILLS:

• Strong problem-solving mindset and attention to detail.
• Good communication and teamwork abilities.
• Able to prioritize and manage multiple support requests.
• Customer-focused approach with a positive attitude.

• Network & Security
• Administer and maintain SonicWall firewalls and VPN connections.
• Monitor network performance, connectivity, and security events.
• Troubleshoot network issues and escalate when needed.
• Windows Server & Active Directory
• Manage user accounts, groups, and permissions in Active Directory.
• Administer DNS, DHCP, and Group Policy.
• Provide support for file/print services.
• Virtualization & Remote Access
• Support Hyper-V virtual machines, including provisioning and monitoring.
• Maintain Terminal Servers / Remote Desktop Services (RDS) for end-users.
• Troubleshoot remote connectivity issues.
• Maintenance & Support
• Apply system updates, patches, and security fixes.
• Monitor system logs and performance, proactively addressing issues.
• Perform regular backups and verify recovery procedures.
• Provide tier-2 support for escalated IT issues.
• Documentation & Process
• Maintain up-to-date documentation of systems, configurations, and procedures.
• Follow IT policies and best practices to ensure system security and reliability.
• Assist with IT projects and upgrades under senior IT staff guidance.