Description
Provide maintenance, management, and optimization of customer's IT infrastructure, including cloud services, security solutions, collaboration tools, and hardware devices. This role is vital in ensuring that the digital ecosystem is secure, efficient, and aligned with industry best practices. The technician will provide both technical and customer service support, ensuring that issues are promptly resolved, and systems operate smoothly. Requires hands-on expertise in managing hardware, software, and network configurations, as well as providing support to end- users.
Customer Service & User Support
- Offer exceptional customer service and technical support to end users, ensuring their satisfaction and efficient resolution of issues.
- Provide timely and effective troubleshooting for various hardware/software issues, identifying root causes and implementing solutions.
- Utilize a ticketing system (e.g., Zendesk) to track and resolve user-reported incidents and service requests.
- Document resolutions and provide knowledge base updates to improve future support interactions.
- Manage escalations and collaborate with senior technical staff for complex issues.
System Administration & Maintenance
- Administer and maintain user accounts, permissions, and access control on M365/O365, Azure AD/Entra, and other cloud services.
- Configure and manage Intune/Endpoint Manager for mobile device management and system updates across a variety of devices (Windows, Mac, iOS, Android).
- Oversee user access and permissions on SharePoint and assist in the creation, management, and sharing of documents and resources.
- Monitor and maintain the health of VoIP systems (Poly Phones) and ensure reliable communication for the Court.
- Manage and support systems like Zendesk for ticketing, issue resolution, and communication with internal teams or clients.
- Ensure the proper functioning of security cameras and video management systems like Axis and Eagle Eye.
- Administer and maintain systems for Documo mFax, ensuring secure and compliant electronic faxing capabilities.
- Provide support for software and applications in Microsoft Office suite, including troubleshooting and updates.
Device Management and Support
- Manage, troubleshoot, and provide end-user support for both Mac and Windows laptops and iOS/Android smartphones.
- Assist with the setup, configuration, and troubleshooting of hardware and software across various devices.
- Provide end-user training and guidance for effective device and software use, ensuring consistent functionality and security.
Security and Compliance
- Ensure compliance with organizational security policies and procedures for all systems and devices.
- Assist in the implementation of security best practices and monitor for vulnerabilities across the IT infrastructure.
- Perform periodic audits of user access, system configurations, and security logs.
Requirements
- Minimum of 5 years of hands-on experience in system administration and technical support.
- Demonstrated experience in M365/O365, Azure AD, Intune, and supporting both Mac and Windows-based systems.
- Experience in troubleshooting a wide range of IT hardware and software, including mobile devices (iOS/Android).
- Proven customer service experience in an IT support capacity, with a track record of successful issue resolution and user satisfaction.
Technical Skills
- Proficiency in managing and supporting Microsoft 365/O365, Azure AD, Intune/Endpoint Manager, and SharePoint.
- Experience with managing mobile devices using iOS/Android and handling software updates and troubleshooting on Mac and Windows laptops.
- Expertise in VoIP technology and troubleshooting Poly Phones or similar systems.
- Familiarity with security camera systems like Axis and Eagle Eye and the ability to manage and troubleshoot video surveillance systems.
- Proficient in using and supporting Zendesk for customer service and ticketing processes.
- Familiarity with Documo mFax for secure faxing.
- Basic networking knowledge for troubleshooting internet and cloud connectivity issues.
- Experience with Zoom for virtual communications, troubleshooting meeting issues, and managing settings.
Troubleshooting & Root Cause Analysis
- Diagnose and resolve issues related to software, hardware, network, and system malfunctions.
- Perform root cause analysis to identify the underlying cause of recurring problems, working to eliminate those issues through process or configuration improvements.
- Analyze logs, performance metrics, and error reports to identify and resolve issues proactively.
- Strong troubleshooting skills to quickly and effectively resolve issues across a variety of IT systems and technologies.
Customer Service & Communication Skills
- Excellent communication and interpersonal skills, with the ability to clearly explain technical information to non-technical users.
- Proven ability to provide high-quality, customer-focused service while resolving issues in a timely and professional manner.
- Strong problem-solving abilities with a focus on root cause analysis.
Desired Experience and Qualifications, must meet some of the below:
- Familiarity with VoIP systems, Zoom, and security camera systems preferred.
- Microsoft Certified: Azure Fundamentals
- CompTIA A+ Certification (or equivalent)
- CompTIA Network+ Certification (for network troubleshooting)
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- Apple Certified Support Professional (ACSP) (for Mac laptop support)
- ITIL Foundation Certification (for IT service management)
- Zendesk Certified Administrator (for managing Zendesk systems)
- CompTIA Security+ (for security awareness)
- Strong organizational skills and the ability to prioritize multiple tasks and projects.
- Ability to work independently as well as part of a team in a fast-paced environment.
- Willingness to stay updated on new technologies, certifications, and industry best practices.
Clearance Requirement: Ability to obtain and maintain a Public Trust.
The salary range for this position depends upon multiple factors including location, the individual's knowledge, skills, competencies, and experience, and contract-specific budget constraints and organizational requirements.
Benefits
Gunnison Consulting Group's total compensation package also includes bonus and profit-sharing opportunities, depending on company and employee performance. Available employee benefits include:
- 3 weeks of Personal Leave your first year
- 11 paid Holidays each year
- 5 days of Flexible Time Off each year
- 401(k) company match at 50% up to 10% of your salary
- Medical, Dental and Vision Insurance
- Life and Disability Insurance
- Public Transportation Subsidies
- Certifications and Training Allowance - $2,500/year!
Why Join Gunnison?
- Gunnison takes on ambitious projects. We target fun, challenging work that requires creative thinking and innovation.
- Quality is our top priority.
- Gunnison employee benefits meet or exceed what other companies in the Washington, D.C. metropolitan area offer.
- There is a great sense of camaraderie at Gunnison. This is an atmosphere we will maintain as we continue to grow.
- We are growing rapidly and the opportunity for individual professional growth with Gunnison is outstanding.
- We hire for careers at Gunnison, not to fill a position.
Equal Opportunity/Affirmative Action Employer. Must be eligible for employment in the United States. We are unable to sponsor candidates at this time.
In 1994 Gunnison Consulting Group began serving the greater Washington, D.C. metro area, focused on tackling our customers' most ambitious technology projects
. By creating a culture dedicated to enabling our customers and employees to achieve more than they ever thought they could, the company has thrived for over 25 years.
