Technical Analyst - DFW - Company Confidential

Job Title: Technical Analyst

Reports To: Help Desk Manager

Location:  Dallas, Ft. Worth

Job Type:  Fulltime

We are a growing IT-managed services provider with clients throughout the U.S. Our team comes from diverse backgrounds across the technology services landscape, united with the shared goal of ensuring that tomorrow is productive and profitable for all we serve.

Position Overview:

We seek an experienced help desk technician with a proven Windows System Administration and/or Network administration background to join our expanding Information Technology team. As a Help Desk Technician, you will be crucial in maintaining, troubleshooting, and optimizing our clients' IT systems. The ideal candidate will have experience in a managed service environment, a strong technical background, excellent problem-solving skills, and a customer-centric mindset. This role is a hybrid work-from-home position with 2 – 3 days per week working remotely at client sites throughout the DFW area. You will work closely with a help desk team and provide onsite, hands-on support for specific clients. When you are not onsite with a client, you will support a portfolio of clients remotely. A clean driving record and reliable transportation are a must. The company covers travel expenses.

Primary Responsibilities:

Primary Duties: Tasks encompassing end-user support in an enterprise Windows environment, including Windows system management, systems security, application hosting setup and support, network administration, and storage administration.

Critical Focus: Proficiency in troubleshooting end-user-related issues from desktops, printers, file shares, and Wifi/LAN/WAN connectivity issues. 

Windows Management: Proficient in managing Windows Active Directory / Domains, DNS, DHCP, and Group Policy.

Virtualization: Experienced in server and endpoint hypervisors and virtualization, particularly with VMware.

Networking: Understanding of network protocols, firewall management, remote work configurations, and network troubleshooting. Experience with SonicWall and Fortinet products (SOHOs and firewalls) is a plus.

Cloud: Experience with Azure, AWS, or other cloud platforms.

Scripting: Knowledge of PowerShell scripting for task automation and report building, with additional experience in legacy SQL and VBA scripting, is a plus.

Hardware: Direct experience with desktop and server hardware, remote management, RAID configurations, backup appliances, and tiered storage solutions.

Support Process Improvement: Proven ability to enhance support processes and automation using deployment and monitoring tools.

Ticketing and Change Management: Experience in tracking all work and time through a ticketing system and with Change Management (CM) processes.

Vendor Support: Must act as the IT point of contact (POC) for external hardware/software vendor support and collaboration as needed.

Expectations, Job Requirements, Work Scenarios:

• As this position is a hybrid, we seek a proactive, self-motivated employee. The ideal candidate will operate independently and in remote partnership with other MSP employees. The candidate must possess the ability to identify situations where actions may affect business operations or other IT initiatives and proactively address them through planning and communication to minimize disruption.
• The ideal candidate possesses a high technical aptitude for network backend and user-facing systems and the relationships between them.
• We frequently use ticketing systems to track individual issues and projects. Tickets and project work are heavily coordinated between other IT members, and we believe communication is key.
• Rotating on-call after-hours and weekends. 
• Checklists and proactive system administration tasks will be implemented and expected regularly to ensure accounts, servers, etc., are maintained and kept current proactively.
• Other duties as assigned by the Help Desk Manager.

Education and Experience Requirements: A Bachelor's degree and two years of related experience or four years of related System or Network Administration experience in lieu of a degree. 

Teamwork and Problem-Solving: Demonstrates a natural ability to work collaboratively when required, suggest solutions, and approach issues cohesively. Conversely, able to work independently and reliably on active and backlogged projects.

Certifications: Possession of any applicable or field-related professional certifications (CISSP, CCNA, etc.) is a big plus; please include the certificate title, transcripts, and relevant information in the application.

Security Focus: Previous experience, if applicable, in a security-focused system administration role highlighted and demonstrated in application.

Network Focus: Previous experience, if applicable, in a network-focused system administration role highlighted and demonstrated in application.

Benefits:

- Competitive salary

- Health, dental, and vision insurance

- Retirement savings plan

- Professional development opportunities

- Collaborative and innovative work environment

The candidate must be able to lift and move 50 lbs., climb ladders, and work in and around heavy equipment. The candidate must also have a clean driving record and a dependable form of transportation. We are an equal-opportunity employer and encourage candidates from all backgrounds to apply.