Provide support and knowledge for troubleshooting of various problems related to internal systems and hardware. Possess and apply expertise and function as an analyst with excellent math and logic skills, strong attention to detail, and the desire to learn new tools and strategies. Assignments require interfacing with, understanding, interpreting, documenting, manipulating and presenting system-generated data within an established process.
Proactively identify and address potential problems and mitigate risk by documenting corrective actions taken, and provide recommendations in response to results. Respond to tickets in a timely and professional manner to ensure the continued operation of company assets.
Responsible for developing, analyzing and presenting solutions that provide quick insights into key operational challenges, incidents, and issues. Possess acute attention to detail, accountability, and excellent collaboration, and hands-on experience with sourcing, enriching, analyzing, and reporting data. The primary function will be to create and maintain existing process, approach and solutions while gaining guided experience in the advanced troubleshooting functions to enable increased responsibility and ultimately ownership, over time.
Responsibilities
- Monitor and respond quickly and effectively to requests received through the IT helpdesk ticketing system
- Respond to tickets by phone, email or ticketing system
- Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
- Document solutions to problems to mitigate repeat troubleshooting
- Maintain performance of computer systems
- Ask educated questions and listen to determine root cause of issues
- Work through the problem-solving process with teammates, empowering them to do the same in the future
- Clean up computers
- Report significant and recurring issues to the tier-2 support team
- Resolve technical problems within the domain or report to tier-2 support team.
- Use asset tracking software to accurately track the devices in use
- Use multiple tools to finalize the new hire setup process
Qualifications
- Knowledge of Active Directory, Windows 10, Windows 11, Microsoft Office products
- Ability to diagnose and resolve basic computer/technical issues
- Excellent communication skills
- Outstanding customer service skills and positive attitude toward helping others.
- Keen attention to detail, memory of patterns, and interest in problem-solving
- High school education required
- Associates degree or similar trade school preferred, or comparable certification
- Must be able to commute to the Glen Burnie office a minimum of 2 days a week for the hybrid work environment
Company Overview
Vision Technologies, a national and global systems integrator, provides IT services and solutions for commercial and federal clients. Our seasoned staff has keen insight into trends and emerging technologies that are changing the way we work, communicate, and protect our society. We offer design, installation, support and project management for Distributed Antenna Systems, Passive Optical Networking, voice/data, wireless systems, security, audiovisual, and video teleconferencing delivering powerful IP-centric, integrated solutions that get results.
Vision Technologies offers its employees the following benefits and leave programs.
• Company Holidays
• Elective Days
• PTO
• Medical/Dental/Vision Insurance
• Life Insurance and AD&D
• Short/Long-term Disability
• 401(k) Retirement Plan
• Tuition Reimbursement
• Leadership Development Training
Vision Technologies is an equal opportunity employer: disability/veteran.
Base salary range between $40,000-$45,000.
Please note that this job posting includes base salary information for the assigned target market range within the primary geographic region where the requisition is posted. If the position is posted in multiple locations or is a remote position, the salary range may vary. Individual pay rates will, of course, vary depending on the skills, experience, certifications, specific licenses, internal equity, and education of the applicant.
Certain roles may be eligible for other compensation such as bonuses, car allowance, cell phone reimbursement, and tuition reimbursement.