Computer & Network Support Specialist II

Title: Computer & Network Support Specialist II

ID: CNSS100-II

Buffalo, NY

Job Description:

US itek has an immediate, full-time opening for a Level 2 Computer & Network Support Specialist to handle escalations. In that position, work is typically 50% at our office and 50% at client sites throughout WNY, supporting small and medium size business networks, both remotely, and on-site. The Specialist will also work cross-functionally with other US itek support team members to deliver comprehensive IT solutions. This position requires empathy, excellent communication, face-to-face, and strong technical skills. The Specialist will be responsible for escalations in the area of installing hardware onsite, desk-side technical support, computer setup and repair, and IT inventory control. The position requires a technical background and understanding of sound business principles and IT best practices. The position requires strong verbal and written skills, and the ability to professionally present ideas at all levels of the corporate structure.

Specific Responsibilities as a Technology Alignment Specialist:

• Daily duties include visiting client sites in the Buffalo Niagara Region to perform proactive and reactive network support services
• Help customers keep technology in alignment with business objectives using our company best practices
• Enter all work performed in ConnectWise Manage PSA system
• Remain up-to-date with current and emerging business technology
• Escalate service or project issues that cannot be completed within agreed service levels
• Understand and utilize US itek managed services support tools and techniques
• Work hours Monday - Friday from 8am-5pm
• Be able to participate in an on-call rotation one week per month for to answer emergency calls from 5pm-8pm and Sat-Sun 9am-3pm.

Requirements

Critical Competencies:

• Degree in a related field.
• Valid driver's license with a clean record.
• Ability to improve customer service, perception, and satisfaction
• Leadership: Ability to participate in problem resolution, quick to learn and take charge, a self-starter committed to finding creative solutions to difficult problems, ability to work in team environment.
• Excellent written and verbal communication skills. Will handle sensitive and proprietary information with complete confidentiality.
• Business awareness of how IT relates to business strategy and goals.
• Self-motivated with the ability to work in a fast moving environment.
• Excellent Face-to-Face interaction with clients without using technical jargon.

Technical Skills:

Strong knowledge and background in supporting the following technologies:

• Minimum of 10 years of hands on experience in customer service and/or IT support.
• Windows & Microsoft Office Advanced Knowledge
• PC Hardware and peripheral knowledge
• Practical and applied experience with network technologies including TCP/IP, and DNS.
• Additional Skills & Preferred Certifications:
• Professional IT Certifications, such as: Microsoft or CompTIA

Company Overview:

About Us

US itek is the industry leader in Cloud, Managed IT, and Cybersecurity Provider for businesses in the Buffalo Niagara Region. We have been recognized as one of Buffalo’s fastest growing businesses by Buffalo Business First six times, were awarded Partner of the Year by Microsoft and Small Business of the Year by the SBA. Our executive team consists of highly respected industry leaders with the history and experience of growing and running top performing organizations. Our culture is built on the foundation of integrity, teamwork, passion for exceeding customer expectations, a sense of urgency, and having fun.

Why should you consider joining our team?

• Work with leading edge technologies
• Competitive salary including medical/vision/prescription health benefits
• Advancement opportunities
• Various career paths available in a goal orientated environment
• The stability of working with a growing company and an industry leader
• Become part of a group of extremely talented & dedicated professionals
• A management team with vision and passion for growth
• A collaborative, friendly and fun team-oriented culture
• Technical training and certifications reimbursement

Job Type: Full-time

Pay: $25.00 - $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person