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Resource One, Inc. offers its team best in class PTO benefits, we believe you work to live not live to work. As a premiere managed services provider in the Portland Metro region, Resource One, Inc. is seeking an additional Senior IT Support Specialist (L3) to join our growing business. We are a dynamic team of individuals who seek to be the trusted Information Technology provider that best understands and serves small and medium businesses with solutions to achieve their business goals. We provide excellent benefits, a competitive salary and a fun yet productive work place where we encourage our team members to grow with us.
Below is the job description and its minimum requirements; If you feel you would make an excellent candidate please respond. We seek to close this application process within four weeks.
GENERAL DESCRIPTION & PRIMARY ROLE
Resource One serves a broad spectrum of clients who use a wide variety of network tools. Network specialists cannot simply apply a standard set of protocols to client issues but must use critical thinking and logic to address client needs and solve client problems.
The primary purpose of this position is to deliver quality solutions and service to our clients. Network Administrators must be adaptable and think broadly beyond the immediate question to identify underlying issues and suggest solutions. Service delivery will occur with clients over the phone, through remote support tools, and in-person while onsite. A Network Administrator is expected to take escalations and resolve problems where team members have had trouble. A Network Administrator is also responsible for creating, updating, and otherwise maintaining documentation (training, processes, and how-to) to assure the team can handle client specific problems and provide our clients with the most expedient service possible. It is expected a Network Administrator is well versed in Resource Ones solutions and is able to propose and implement advanced solutions to our valued customers. Network Administrators must honor and adhere to ROIs core values.
RESPONSIBILITIES BY FUNCTION
Essential Functions:
- Design, integrate and maintain network services such as Active Directory, DNS, DHCP, SMB, SNMP, electronic mail, and Virtual Private Network
- Plan and implement system security policy including firewalls, host and client access, and user accounts
- Identify critical client business processes and be able to offer appropriate solutions to our clients
- Manage data security systems, including evaluating software options, upgrading systems, and monitoring and addressing threats and breaches
- Brainstorm with team members to resolve more complex problems
- Develop thorough understanding of all Resource One's products and services, implementation methods and application to specific business situations
- Assist with server management by responding to server issues that may require application or database shutdown/startup, server reboot, or restarting of server services
- Test and deploy new software and procedures, implementation, conversion and upgrade activities
- Troubleshoot PC hardware and software problems and identify, categorize, and resolve PC hardware and software application problems
- Perform initial program load and user-specific setup for standard desktop applications
- Perform diagnostics with users to collect information about problem to determine source
- Isolate performance issues to determine cause of hardware malfunctions, such as hard drive, modem, printer, cables and related equipment
- Contact software and hardware vendors to research problem and determine recommended solutions
- Resolve remote access issues, printing issues, and network connectivity issues
- Provide password administration
- Perform data restoration
- Effectively prioritize issues and focus on resolving most critical first
- Log and track calls using ticketing system and maintain historical records and related problem documentation
- Adhere to all company processes and standards, escalate problems when necessary
- Complete all paperwork and reports accurately and on time. This would include entering time at the end of each client engagement and submitting time sheets at the end of each work week
Other duties:
- Develop ideas for improved service and product offerings and designs implementation methods and criteria for selection
- Coordinate preventative maintenance and vendor services as necessary
- Participate in creation and maintenance of IT standards and procedures
- Other roles and duties, as assigned
- Participate in After-Hours call group for client emergencies
- Attend company meetings
Requirements
EDUCATION / TRAINING
- High school diploma or GED required.
- 4 Year degree preferred
- Minimum of 8 years' experience in the IT industry
- Microsoft 365 multi-tenant administration and migration experience
- CompTIA A+ certification or equivalent knowledge/experience
- CompTIA Network + Certification or equivalent knowledge/experience
- CompTIA Server + Certification or equivalent knowledge/experience
- MCSE Certification or other Relevant advanced level IT Certification
- Strong Windows server administration and networking knowledge
- MacOS experience
- Previous managed services experience highly desirable
QUALIFICATIONS
- Proficient in Microsoft Office
- Proficient in infrastructure technologies, LAN/WAN etc
- Proficient in Microsoft Windows desktop and server operating systems and related services
- Proficient in Apple MacOS desktop operating system
- Ability to manage time and responsibilities to process time-sensitive tasks and situations
- Ability to protect confidential information
- Proactive, innovative and strategic thinking skills
- Ability to work self-directed with little to no supervision
- Ability to communicate with internal staff, vendors, and clients with tact and professionalism
- Strong technical skill, including ability to use a computer/laptop, phone system, scanner, printer, and other job-related equipment
- Proficient ability to read, write and speak English, in order to communicate effectively with employees and customers
- Reliable transportation, valid Oregon driver's license, and proof of insurance (for travel and transporting equipment to and from client sites)
- Ability to lift up to 50 pounds occasionally, and with help, when moving or deploying computer/networking equipment or office furniture in preparation for equipment moves
- Ability to lift up to 25 pounds several times per week when moving or deploying computer/networking equipment
- Ability to stand and/or sit at a desk for full shift
- Ability to bend, flex, grip, reach, lift, pull, and/or extend neck, most often during the deployment of hardware
- Ability to work after-hours as directed from time-to-time
Benefits
Paid time off (136 hours the first year - Unlimited PTO on successful completion of the first year)
Paid sick time
Benefit Credit
SimpleIRA with company match
Health Plan
FSA
Resource One, Inc
