Description

Overview:

The IT Associate is responsible for day-to-day operation of the internal systems and applications at Vertican Technologies, Inc. ("VT"). The IT Associate will be responsible for supporting the IT needs of Vertican Technologies, Inc. employees and our clientele. They will be required to interact with our vendors. The IT Associate must be able to solve problems and should feel comfortable with adapting to new technologies. The IT Associate is responsible for developing and maintaining clear and concise documentation on the IT operating environment.

Major Responsibilities

Setup – create all accounts for Windows, Email/Teams, Office 365, VT applications, DUO, Atlassian, Multi-Factor Authentication, VDIs, MailChimp, Screen Connect, Align, Help Desk, phone switch, security badge and alarm system. Assist CS team with FTP account setup for clients
Onboarding/offboarding users
Manage Help Desk tickets in a timely manner, serve as first point of contact, leveraging assistance from team members as needed for escalation.
Installing hardware – computers, monitors, printers, scanners, network devices, phones, cabling, projectors, microphones, headsets, TVs, peripherals, etc.
Ordering - order all required hardware and software from vendors, internet domain registration, cell phones, and track purchases and licenses.
Shipping - pack and ship equipment to remote personnel and/or conferences
Maintaining – regular preventative maintenance (daily, weekly, ...), printer maintenance, Wi-Fi connections, cleanup inactive accounts, tune systems for performance, maintain email distribution lists
Monitoring – printers, disk space, network, servers and workstations, performance, review backup and security log files regularly, and assess alerts from monitoring systems
Installing/upgrading/removing software applications, drivers, firmware (new versions, DLLs, new configurations). Applying OS patches during monthly maintenance window
Maintaining software licensing compliance
Administering the VT Help Desk, phone switch, email marketing and asset management systems
Create short project plans for new installations, upgrades, migrations, etc.
Troubleshooting network connections
Maintaining local documentation – user guides and administrative procedures
Educating users – This includes working with management, helping new users, experienced users, and yourself. Keeping current with the latest security vulnerabilities and technologies
Problem solving – ability to resolve issues with little assistance
Knowledge of VT’s product offerings and the ability to provide level 1 support to internal Client Success personnel and act as a liaison between Client Success and the IT development team Provide quality assurance testing and feedback to the development team as needed Attend scheduled meetings as required
Research and mitigate email phishing attempts Performs other duties as assigned

Requirements

Knowledge:

Utilize best practices, industry standards with analytical and problem-solving abilities
Highly self-motivated and self-directed with keen attention to detail
Ability to retain professionalism toward customers, employees, and our vendors
Ability to conduct research on issues and products as required
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment

Skills

Strong written and oral communication
Strong customer service orientation
Strong interpersonal skills
Active listening

Abilities/Attributes

Must be a self-motivated team player, able to set priorities and manage to deadlines
Must be available to support a 24/7 production environment
Must possess strong written and verbal communication skills
Must have strong troubleshooting skills
Experience with Microsoft Windows Active Directory Administration
Knowledge of FTP processing and basic troubleshooting
Knowledge of PC and network security (firewalls, Multi-Factor Authentication, VMware Horizon VDI, Azure, Hyper-V, antivirus software) is a plus

Minimum Qualifications

Associate's degree in Computer Science related discipline, or industry certifications including CompTia A+, Network+, etc.
Relevant experience may substitute for the degree requirement on a year-for-year basis
Minimum one year of work experience in hardware troubleshooting, systems software, and support

Work Environment And Physical Requirements

The work environment includes typical computer-related noise levels
The IT Associate is on call to provide emergency support services during off-hours
Scheduled night and weekend work is sometimes required
Reliable transportation to Fairfield, NJ headquarters required to perform on-site duties
Able to lift, twist, bend while performing duties. Able to potentially crawl under desks when necessary
Ability to safely lift up to 50 pounds
Minimal travel required

Vertican Technologies, Inc.

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