Job Type
Full-time
Description
About ICS
ICS is a leading provider of outsourced IT services, cybersecurity, communications, and distributed workforce solutions throughout the United States. As a customer-focused company, ICS integrates the industry’s best technologies and practices for each customer’s specific needs. We also serve as an extension of our customers’ IT departments, enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats. Headquartered in Endicott, NY, ICS employs over 200 people throughout its six office locations. As the company continues to expand its footprint, we are constantly looking for talented individuals to support our growth.
We’re passionate about creating a great place to work for our employees. ICS is committed to the development and advancement of all employees. We are a highly collaborative organization, and there are many opportunities to learn from your colleagues and advance your career. Work life balance is important to us. ICS is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work.
The Project Technician II is responsible for the configuration, installation and coordination of client on-premises IT systems and customer-facing hosted and cloud environments, as well as providing backup high level technical assistance and documentation where needed in the organization.
- Lead and implement project work plans at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Lead and implement project work plans of on-premises, hosted and cloud solutions for customers using technologies that meet their requirements.
- Lead and implement project work plans of Microsoft Server related technologies: Windows Server, Exchange, SQL, etc.
- Lead and implement project work plans of disaster recovery solutions.
- Lead and implement project work plans for remote access solutions: VPN, Terminal Services, etc.
- Advanced IT support relating to high level issues with client environments or design related issues and service escalations.
- High level support services for Microsoft related technologies: Windows Server, Exchange, SQL, Hyper-V, etc.
- Design documentation for technical staff and end customers.
- Document maintenance for all computer systems and network infrastructure.
- Finalize all generated documentation during projects.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
- Assist with sales projects and provide cross functional assistance to other departments when needed.
- Escalate project or design issues that cannot be completed within agreed service timeframes.
- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
- Document internal processes and procedures related to duties and responsibilities.
- Responsible for entering time and expenses in the PSA tool as they occur.
- Understand processes in the PSA tool by completing assigned training materials.
- Enter work as charge codes, activities, or service tickets in the PSA tool.
- Attend staff meetings as required.
Requirements
- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Cisco CCNA, etc.
- Diagnosis skills of advanced technical or design related issues.
- Service awareness of all organization’s key IT services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
- Proficient with general office applications.
- Strong organizational, presentation, and customer service skills.
- Skill in preparing written communications and materials.
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
- Ability to multi-task and adapt to changes quickly.
- Ability to work in a team and communicate effectively.
- Typing skills to ensure quick and accurate data entry.
- Self-motivated with the ability to work in a fast moving environment.
- 4 years IT experience.
- 3 years of MSP experience, preferred.
Benefits
- Medical/Dental/Vision Insurance
- 401k with match
- Generous paid leave policies
- Life Insurance and Short-Term Disability coverage
- Performance-based incentive compensation
- Career advancement opportunities
If you meet the above qualifications and a desire to work with an industry leader in IT Solutions and are the team player that we are looking for, consider joining our team.
Salary Description
$60,000-120,000